NICE CXone Consultant

Infosys; Bengaluru; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

Infosys Bengaluru seeks an experienced CXone specialist to design and implement IVR call flows, routing and ACD configurations. You will build and maintain CXone Studio scripts for voice and digital channels, integrate with CRM and databases via REST APIs, and support real-time data exchange for routing and reporting.

Applicants should have strong CXone skills, hands-on experience with omnichannel contact centers, and familiarity with authentication mechanisms and integration hubs.

Qualifications

• In-depth CXone skills including scripting, IVR design and routing.
• Experience with omnichannel contact center solutions is required.
• Knowledge of REST APIs and JSON-based integrations is essential.

Responsibilities

• CXone Development IVR Design and call flow development.
• Develop and maintain CXone Studio scripts for voice and digital channels.
• Design, build, and optimize IVR call flows and ACD configurations.
• Implement business workflows, data dips, and backend integrations.
• Integrate CXone with enterprise systems (CRM/databases/ticketing) using REST APIs and middleware.
• Handle authentication mechanisms (OAuth2, tokens, API keys).
• Work on real-time and batch data exchange for routing and reporting.
• Build omnichannel automation (chat/email/SMS) and AI/NLP-based solutions.
• Configure and optimize skills, routing strategies, and call handling logic.
• Provide L2/L3 production support for CXone issues and troubleshooting.
• Participate in releases, testing and change management.

Skills

IVR design

Omnichannel solutions

SIP/CTI understanding

JavaScript/TypeScript

Education

Bachelor of Engineering

Bachelor of Technology

Bachelor of Comp. Applications

Master of Technology

Master of Engineering

Master of Comp. Applications

Tools

CXone Studio scripting

REST APIs / JSON integrations

Middleware / integration hubs

OAuth2 / API keys

Job description

Educational Requirements

• Bachelor of Engineering
• Bachelor of Technology
• Bachelor of Comp. Applications
• Master of Technology
• Master of Engineering
• Master of Comp. Applications

Service Line

Engineering Services

Responsibilities

• CXone Development IVR Design
• Develop and maintain CXone Studio scripts for voice and digital channels.
• Design, build, and optimize IVR call flows, routing logic, and ACD configurations.
• Implement business workflows, data dips, and backend integrations within CXone.
• Integration Backend Connectivity
  • Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using:
  • REST APIs / Web services
  • Middleware / integration hubs
• Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations.
• Work on real-time and batch data exchange for call routing and reporting.
• Omnichannel Automation Development
  • Build and support digital channels (chat, email, SMS, bots) in CXone.
  • Implement virtual agents/chatbots and automation workflows.
  • Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar.
• System Configuration Optimization
  • Configure and optimize:
  • Skills and routing strategies
  • Agent scripting and workflow
  • Call handling logic
• Analyze call flows and optimize for:
  • First Call Resolution (FCR)
  • Call containment
  • Customer experience improvement
• Production Support Troubleshooting
• Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.
• Troubleshoot:
  • Call routing failures
  • API integration issues
  • Voice and latency issues
• Participate in release deployments, testing, and change management

Additional Responsibilities

• Experience with:
  • Dialer systems (ININ / outbound campaigns)
  • Call recording platforms (NICE Engage / Verint)
  • Workforce Engagement tools (WFM, QM)
• Exposure to:
  • Cloud platforms (Azure / AWS)
  • AI/ML integrations in contact center
• Certifications:
  • NICE CXone
  • CCNA
  • ITIL

Technical and Professional Requirements

• Core NICE CXone Skills
  • Strong hands-on experience in:
    • CXone Studio scripting
    • IVR design and call flow development
    • ACD configuration and routing strategies
  • Experience in omnichannel contact center solutions
• Programming Integration
  • Strong knowledge of:
    • JavaScript / TypeScript (preferred)
    • REST APIs and JSON-based integrations
  • Experience in working with:
    • API integrations
    • Backend services
• Contact Center Telephony
  • Understanding of:
    • SIP, CTI, call routing
    • Contact center operations and workflows
  • Experience in platforms like:
    • Avaya
    • Cisco
    • Five9
    • WebEx

Preferred Skills

• Technology->Infrastructure-Contact Center->IVR Concepts
• Technology->Functional Testing->IVR Testing