NICE CXone Developer and IVR Integration Specialist

Infosys; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

N/A

Job summary

Infosys is seeking experts in NICE CXone development and IVR design to build and optimize call routing, ACD configurations, and CXone integrations across voice and digital channels.

You will implement business workflows, handle API-based integrations, and provide production support for CXone-related issues, leveraging cloud platforms and AI features to enhance customer experience.

Qualifications

• Experience in CXone development and IVR design.
• Hands-on work with API integrations and backend connectivity.
• Proficiency in JavaScript/TypeScript and REST/JSON.

Responsibilities

• 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 and backend integrations within CXone.
• Develop integrations between CXone and enterprise systems using REST/Web services.
• Build and support digital channels (chat, email, bots) in CXone.
• Provide L2/L3 production support for CXone issues.

Skills

CXone Studio scripting

IVR design

ACD routing strategies

REST APIs

JSON integrations

JavaScript/TypeScript

SIP/CTI routing

Cloud platforms (Azure/AWS)

AI/ML in contact center

Tools

REST APIs

Web services

Middleware / integration hubs

CXone Bot Builder

Job description

NICE Cxone 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)
  • 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 CXone Development & IVR Design

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 workflows
  • 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.