NICE Cxone And IVA Implementation

Wipro; Hyderabad; Remote; INR 1,500,000 - 2,600,000; Full time

Job summary

Wipro is seeking an experienced CXone & IVA Implementation specialist to lead end-to-end integration projects across PAN India. The role involves designing IVA workflows, configuring IVR/ACD, and integrating CXone with CRMs and data platforms, while collaborating with IT and business teams to ensure secure, scalable solutions.

You will develop omnichannel experiences and provide training on CXone features, with a focus on performance optimization and governance.

Qualifications

• 5+ years of experience in contact center technology implementation.
• Hands-on experience with IVA design and CXone Studio.
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.

Responsibilities

• CXone & IVA Implementation.
• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.

Skills

NICE CXone

IVA design

RESTful APIs

Stakeholder management

Tools

CXone Studio

API integration

Job description

NICE Cxone & IVA Implementation

Location: PAN India

Shift timings: from 3.30pm IST/ rotational

Key Responsibilities:

• CXone & IVA Implementation
• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• System Integration
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Project Execution
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.
• Support & Optimization
• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.

Qualifications:

• 5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.
• Hands‑on experience with IVA design, and CXone Studio.
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.
• Excellent communication, documentation, and stakeholder management skills.

Mandatory Skills:

• Nice Cxone Contact Center Admin

Experience:

• 5-8 Years

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.