NiCE CXone Engineer

r3 Consultant; Indore; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

r3 Consultant is seeking a Nice CXone Engineer in Indore. The ideal candidate will have 4-7 years of experience with NICE CXone, specifically in outbound dialing campaigns, and possess a strong understanding of Salesforce CRM. Responsibilities include configuring and optimizing dialers, monitoring campaign performance, and troubleshooting issues. Strong communication and analytical skills are essential in this role. This position is full-time and includes flexible hybrid options.

Qualifications

• 4-7 years of experience in NICE CXone and outbound dialing.
• Admin-level understanding of Salesforce CRM preferred.
• Ability to interpret dialer metrics.

Responsibilities

• Configure and maintain NICE CXone Outbound Dialers.
• Monitor real-time campaign activity.
• Setup dialing rules and compliance configurations.
• Coordinate with business teams for campaign objectives.
• Prepare and validate calling lists.
• Ensure effective agent engagement.
• Work with Salesforce for data integration.
• Troubleshoot dialer errors and issues.
• Implement performance improvements.
• Provide training and support to agents.

Skills

Hands-on experience with NICE CXone

Strong understanding of Predictive dialing

Working knowledge of Salesforce CRM

Understanding of IVR and ACD

Experience in API integrations

Good analytical skills

Strong communication skills

Ability to manage multiple tasks

Job description

Nice CXone Engineer

Job Title: Nice CXone

Experience: 4-7 years

Location: Onsite, Indore office (preferred) with flexible hybrid/remote options

Job Type: Full-Time

Shift: 3:00 PM - 12:00 AM (overlapping hours)

Role Overview

We are looking for a skilled NICE CXone Dialer Specialist with strong knowledge of outbound dialer operations, multi‑system integrations, and cross‑platform integration workflows, especially with Salesforce.

Key Responsibilities

• Configure, optimize, and maintain NICE CXone Outbound Dialers (Predictive, Progressive, Preview); manage dialer strategies, pacing, call routing, redialing logic, calling lists, and campaign performance.
• Monitor real‑time campaign activity and take corrective actions for performance optimization.
• Setup dialing rules, calling hours, suppression lists, and compliance configurations (TCPA, DNC lists, etc.).
• Coordinate with business teams to understand campaign objectives and create dialer workflows.
• Prepare, upload, and validate calling lists to ensure high contact rates and low abandonment.
• Ensure effective agent engagement and manage post‑campaign reporting and analytics.
• Work with Salesforce teams to ensure smooth data flow between CRM and NICE CXone, supporting integration of Lead/Contact data and syncing dialer results back to Salesforce.
• Troubleshoot dialer errors, call failures, integration glitches, and routing issues; work with NICE support teams for escalations.
• Implement performance improvements and best practices across dialer and integration processes.
• Collaborate with Operations, Quality, IT, and Business teams; document setup steps, workflows, and knowledge base articles.
• Provide training and support to agents and supervisors on dialer functionalities.

Required Skills & Qualifications

• Hands‑on experience with NICE CXone, especially outbound dialing campaigns.
• Strong understanding of Predictive, Power, Progressive, and Preview dialing modes.
• Working knowledge of Salesforce CRM (Admin‑level understanding preferred).
• Understanding of IVR, ACD, skills routing, WFM, and overall contact center operations.
• Experience in handling API integrations, data mapping, and dialer list processing.
• Good analytical skills with the ability to interpret dialer metrics and performance dashboards.
• Strong communication skills to work with business users and technical teams.
• Ability to work in fast‑paced environments and manage multiple tasks simultaneously.