SME - UCC Development Tools

HCLTech; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced CXone Implementation Engineer (L3) with 5+ years of hands-on experience to design, implement, and deploy NICE CXone solutions for enterprise customers. The role requires collaboration with customers, solution architects, and technical teams to deliver end-to-end CCaaS implementations.

You will lead deployments, configure ACD, Skills, Users, and Routing, integrate CXone with CRM platforms, develop CXone Studio scripts, perform UAT, and provide

Qualifications

• 5+ years hands-on CXone implementation experience.
• Experience in inbound, outbound and omnichannel CCaaS deployments.
• Experience with REST API integrations and web services.

Responsibilities

• Lead end-to-end implementation and deployment of NICE CXone solutions for enterprise customers.
• Gather business and technical requirements and translate them into scalable CXone solutions.
• Design and configure inbound, outbound, blended, and omnichannel contact center environments.
• Develop and maintain CXone Studio scripts for IVR, routing, and business logic.
• Configure ACD, Skills, Teams, Users, Security Profiles, Business Data, Routing Attributes, and Agent Profiles.
• Implement Digital First Omnichannel channels such as Chat, Email, SMS, WhatsApp, and Social Messaging.
• Configure Voice, Digital, and Omnichannel routing strategies.
• Perform IVR design, call flow development, and advanced routing configurations.
• Integrate CXone with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, etc.).
• Implement and troubleshoot REST API integrations and web services.
• Coordinate UAT, production deployment, and post-production support activities.
• Conduct knowledge transfer sessions and technical workshops for customers.
• Prepare solution documentation, implementation guides, and runbooks.
• Perform root cause analysis and resolve complex implementation and production issues.
• Collaborate with Solution Architects, Project Managers, Developers, Telecom Engineers, and Customer Success teams.
• Mentor L1 and L2 engineers and provide technical guidance during project execution.
• Participate in solution reviews and recommend best practices for optimization and scalability.

Skills

CXone

NICE CXone implementation

CCaaS

IVR design

REST API integration

Tools

CXone Studio

CRM integration (Salesforce)

Job description

Requisition ID187494-Posted10/29/2026

We are seeking an experienced CXone Implementation Engineer (L3) with 5+ years of hands-on experience in implementing, configuring, and deploying NICE CXone solutions for enterprise customers. The ideal candidate will have extensive expertise in solution design, implementation, integration, troubleshooting, and migration of contact center environments. This role requires close collaboration with customers, solution architects, project managers, and technical teams to deliver end-to-end CCaaS implementations.

Key Responsibilities

Lead end-to-end implementation and deployment of NICE CXone solutions for enterprise customers.

• Gather business and technical requirements and translate them into scalable CXone solutions.


• Design and configure inbound, outbound, blended, and omnichannel contact center environments.


• Develop and maintain CXone Studio scripts for IVR, routing, and business logic.


• Configure ACD, Skills, Teams, Users, Security Profiles, Business Data, Routing Attributes, and Agent Profiles.


• Implement Digital First Omnichannel channels such as Chat, Email, SMS, WhatsApp, and Social Messaging.


• Configure Voice, Digital, and Omnichannel routing strategies.


• Perform IVR design, call flow development, and advanced routing configurations.


• Integrate CXone with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow, etc.).


• Implement and troubleshoot REST API integrations and web services.


• Coordinate UAT, production deployment, and post-production support activities.


• Conduct knowledge transfer sessions and technical workshops for customers.


• Prepare solution documentation, implementation guides, and runbooks.


• Perform root cause analysis and resolve complex implementation and production issues.


• Collaborate with Solution Architects, Project Managers, Developers, Telecom Engineers, and Customer Success teams.


• Mentor L1 and L2 engineers and provide technical guidance during project execution.


• Participate in solution reviews and recommend best practices for optimization and scalability.

Skill Requirements

Other Requirements

Other Requirement : CXone Additional L3 * 2