Nice Engineer

ATAIN; Gurugram District; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

ATAIN in Gurugram is seeking a Telecom Engineer with NICE inContact or CXone experience to design, implement, and operate our global contact center technology. The role focuses on cloud and on-prem platforms, call flows, IVR, APIs, and vendor coordination to ensure uptime and performance.

The candidate will collaborate with leadership, IT, and clients to translate business needs into technical solutions, and will participate in 24/7 support as required, working primarily from the office in

Qualifications

• Candidates must have NICE inContact or CXone experience with multi-channel support.
• Bachelor degree in Engineering and 4+ years in telephony or contact center tech.
• Experience in API integrations and call flow design.
• Knowledge of disaster recovery, security and vendor management.

Responsibilities

• Design, engineer, and operate global contact center tech across cloud and on-prem platforms.
• Implement skills-based routing and optimize workflows to improve customer experience.
• Coordinate with IT, business units, and vendors to align telephony solutions.
• Lead from the front; mentor junior staff and ensure proper documentation.
• Provide 24/7 remote support as required.

Skills

NICE inContact

CXone

Call flows design

IVR systems

APIs integration

Vendor management

Disaster recovery

Education

Bachelor degree in Engg.

4+ years overall experience

Tools

Genesis

Amazon Connect

AudioCodes

Job description

Role : Telecom Engineer, Must have exp in NICE inContact or CXone solutions

Location: Gurugram

Mode: Work from Office 24*7

Profile Summary:

The demand for skilled Telephony Engineer, particularly those with expertise in cloud-based contact center solutions like NICE inContact, Genesis or Amazon Connect. We are looking for professionals who can enhance customer interactions, streamline operations, and leverage technology to drive business success.

If you're considering a career as a NICE inContact Telephony Manager, focusing on developing technical expertise, problem-solving skills, and effective communication will be key to success in this role.

Primary Job Responsibility:

• Collaborate with senior management to develop and execute strategies that align with organizational goals.
• Establish implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
• Negotiate with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
• Develop disaster recovery plans and conduct testing to detect faults
• Engage with clients to understand their business objectives and translate them into technical requirements.
• This role is primarily responsible for Design, Engineering and operations of Global Supper of Contact Center Technology that are built on heterogeneous platforms consist of Cloud Contact Center like Nice InContact, Genesis, Amazon Connect and Audio codes
• Work closely with business units, IT departments, and external vendors to align telephony solutions with o Provide subject matter expertise and guidance on best practices. Routing & Workflow Optimization: Design and implement skills-based routing strategies to efficiently direct customer interactions to the appropriate agents. Continuously assess and refine workflows to enhance customer experience and operational efficiency

Education and Essential Experience:

• Bachelor degree in Engg.
• 4 + years overall experience.
• Must have exp in NICE inContact or CXone solutions, including voice, chat, email, and SMS channels.
• Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API
• Good to have Contact Center domain exp

Key Enablers:

• Has to play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology team for business-as-usual support.
• Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc.
• Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.
• Compliance and security related understanding with respect of voice devices & various platforms.
• Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omni channel capabilities, chatbot, speech analytics, virtual assistant, Amazon connect etc\
• Strong Experience with structured Enterprise Architecture practices, hybrid cloud deployments, and on premise-to-cloud migration deployments
• Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.
• Ability to work effectively on multiple projects at a time
• Keeps documentation up to date for all telecommunications systems but not limited to toll / toll-free numbers, call center routing, trunk routing and voice announcement scripts.
• Interacts with end-users (including internal & external clients) in developing solutions to problems or creating efficiencies pertaining to Telecom processes that impact business.
• 24/7 availability for remote support also apart from regular office hours

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.