NICE CXone Engineer

WillWare Technologies; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

WillWare Technologies is seeking an experienced NICE CXone Engineer in Mumbai to design, configure, and support CXone solutions. You will work on CXone configuration, administration, and customization, including ACD, IVR, queues, and agent setup.

Strong troubleshooting and analytical skills are essential as you translate business requirements into CXone-based systems. The role involves developing IVR call flows, integrating CXone with other enterprise apps, and assisting with upgrades, testing,

Qualifications

• 4–6 years hands-on experience with NICE CXone.
• Strong knowledge of the CXone platform and contact center technologies.
• Experience in ACD, IVR, routing, queues, skills, and agent configuration; CXone integrations.

Responsibilities

• Design, configure, implement, and maintain NICE CXone solutions.
• Configure CXone Contact Center, administration, and customization.
• Manage ACD, IVR, queues, routing, and agent configurations.
• Develop IVR/call flows using CXone tools and APIs.
• Coordinate with business/technical teams to translate requirements into CXone solutions.
• Support upgrades, testing, deployments, and documentation.

Skills

NICE CXone

CXone platform knowledge

ACD/IVR/call routing configuration

CXone APIs/integrations

Troubleshooting

Analytical problem solving

Job description

Job Summary

We are looking for an experienced NICE CXone Engineer with 4-6 years of hands-on experience in implementing, configuring, integrating, and supporting the NICE CXone contact center platform. The candidate should have strong knowledge of CXone modules and be capable of troubleshooting and delivering contact-center solutions.

Key Responsibilities

• Design, configure, implement, and maintain NICE CXone solutions.
• Work on CXone Contact Center configuration, administration, and customization.
• Configure and manage ACD, IVR, routing, queues, skills, agents, and campaigns.
• Develop and maintain IVR / call flows using CXone tools.
• Work with APIs and integrations between CXone and enterprise applications.
• Configure and troubleshoot digital/contact-center channels where required.
• Monitor system performance and resolve technical issues.
• Perform incident troubleshooting and root-cause analysis.
• Work with business and technical teams to understand requirements and translate them into CXone solutions.
• Support application upgrades, enhancements, testing, and production deployments.
• Create technical documentation and support knowledge-transfer activities.

Mandatory Skills

• 4-6 years of hands-on experience with NICE CXone.
• Strong knowledge of NICE CXone platform and Contact Center technologies.
• Experience in ACD, IVR, call routing, queues, skills, and agent configuration.
• Hands-on experience in CXone configuration and troubleshooting.
• Knowledge of CXone APIs/integrations.
• Good understanding of contact-center processes and technologies.
• Strong analytical and problem-solving skills.