Senior Engineer, NICE CXone (9792) Information Technology Bangalore, India

Enphase Energy, Inc.; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Enphase Energy, Inc. is seeking a Senior Engineer specializing in NICE CXone to design, implement, and optimize modern contact center solutions, including dialer, IVR, and AI-powered capabilities, with strong Salesforce integrations.

This role focuses on delivering scalable, high-availability CX across inbound and outbound contact center environments, while collaborating with business and IT stakeholders in Bengaluru.

Qualifications

• 3+ years hands-on experience in NICE CXone administration, Dialer, and IVR development.
• Strong expertise in Salesforce integration, CTI, and API-based integrations (REST/SOAP).
• Solid understanding of ACD, routing strategies, and contact center technologies.
• Experience with AI-driven CX capabilities (Copilot, analytics, virtual agents) is a plus.
• Exposure to cloud contact center solutions, middleware (e.g., Boomi), and omnichannel platforms.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills with the ability to collaborate with business and technical stakeholders.

Responsibilities

• Design, configure, and support NICE CXone Dialer campaigns (Predictive, Progressive, Preview, Agentless).
• Develop and enhance IVR workflows using NICE CXone Studio for self-service and intelligent routing.
• Manage skills, queues, and routing strategies to optimize contact center operations.
• Build and maintain integrations with Salesforce and enterprise systems (APIs, CTI, workflows).
• Configure and support AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing.
• Monitor system performance, troubleshoot issues, and ensure high availability of contact center services.
• Analyze KPIs and recommend automation and performance improvements to enhance CX and agent productivity.

Skills

NICE CXone administration

Dialer development

IVR development

ACD & routing

AI-driven CX capabilities

Omnichannel platforms

Troubleshooting

Analytical skills

Communication skills

Tools

Salesforce integration

APIs (REST/SOAP)

Boomi middleware

CTI

Job description

Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries.

Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!

This role at Enphase requires working onsite 3 days a week, with plans to transition back to a full 5 day in office schedule over time.

About the Role

Join Enphase Energy as a Senior Engineer specializing in NICE CXone, where you will design, implement, and optimize modern contact center solutions. This role focuses on enhancing customer experience through dialer, IVR, and AI-powered capabilities, while building scalable integrations with enterprise systems like Salesforce. You will play a key role in driving innovation, automation, and operational efficiency across inbound and outbound contact center environments.

What You Will Be Doing

• Design, configure, and support NICE CXone Dialer campaigns (Predictive, Progressive, Preview, Agentless)
• Develop and enhance IVR workflows using NICE CXone Studio for self-service and intelligent routing
• Manage skills, queues, and routing strategies to optimize contact center operations
• Build and maintain integrations with Salesforce and enterprise systems (APIs, CTI, workflows)
• Configure and support AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing
• Monitor system performance, troubleshoot issues, and ensure high availability of contact center services
• Analyze KPIs and recommend automation and performance improvements to enhance CX and agent productivity

Who You Are & What You Bring

• 3+ years of hands-on experience in NICE CXone administration, Dialer, and IVR development
• Strong expertise in Salesforce integration, CTI, and API-based integrations (REST/SOAP)
• Solid understanding of ACD, routing strategies, and contact center technologies
• Experience with AI-driven CX capabilities (Copilot, analytics, virtual agents) is a plus
• Exposure to cloud contact center solutions, middleware (e.g., Boomi), and omnichannel platforms
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent communication skills with the ability to collaborate with business and technical stakeholders

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