NICE CXone Engineer

Capgemini; Hyderabad; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Capgemini is seeking experienced NICE CXone professionals to design complex call flows, scripts, and NLU integrations for omnichannel customer experiences. The role emphasizes Studio scripting, ACD, IVR, WEM, and QM components, with focus on automation and secure API practices.

The candidate will work with BI tools (Power BI, Tableau) and integrate RESTful APIs and RPA solutions to optimize telephony performance, comply with PCI‑DSS, HIPAA, GDPR, and deliver high-quality customer outcomes.

Qualifications

• 4–8 years of experience in NICE CXone or similar contact center platforms.
• Design and implement call flows using NICE CXone Studio including ACD, IVR, WEM and QM components.
• Integrate NLU platforms with IVR/agent assist to enable conversational AI.
• Plan and optimize omnichannel workflows and routing logic.

Responsibilities

• Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components.
• Develop and enhance skill-based routing, IVR logic, and omnichannel workflows.
• Integrate NLU platforms with IVR to enable conversational AI.
• Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and third-party tools.

Skills

NICE CXone

Call flows

Studio scripting

NLU integrations

Telephony knowledge

RPA tools

BI tools

SQL

OAuth/OpenID Connect

Tools

NICE CXone

Power BI

Tableau

RESTful APIs

UiPath

Automation Anywhere

Job description

Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.

Experience :4years to 8 years

Key Responsibilities :

• Design and implement call flows usingNICE CXone Studio, including ACD, IVR, WEM, and QM components

• Develop and enhance skill-based routing, IVR logic, and omnichannel workflows

• Integrate NLU platforms with IVR and agent assist solutions to enableconversational AI

• Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools

• Perform log analysis and support incident resolution for telephony and communication infrastructure

• Automate tasks and workflows usingRESTful APIsandRPA tools

• Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)

• Ensure compliance with industry security and privacy regulations (PCI‑DSS, HIPAA, GDPR)

• Strong expertise inNICE CXoneplatform: ACD, IVR, Studio, WEM, QM

• Proficiency in NICE Studio scripting and complex call flow development

• Experience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)

• Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture

• Familiarity withOAuth,OpenID Connect, and secure API practices

• Experience with RPA tools such asUiPathorAutomation Anywhere

• Strong analytical and problem‑solving skills

• Experience with BI tools and SQL for data analysis

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/