Senior CXone Studio Engineer – IVR, AI & Integrations

Tential Solutions

México

Presencial

MXN 900.000 - 1.500.000

Jornada completa

Hace 6 días

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Descripción de la vacante

Tential Solutions in Mexico seeks a Senior Contact Center Engineer with hands-on NICE inContact CXone Studio expertise to design, develop, and support enterprise contact center solutions across IVR, routing, integrations, and conversational AI.

You will own end-to-end CXone workflows, integrate with CRMs and back-end data, and drive AI-enabled experiences while ensuring security and reliability. This role emphasizes ownership and cross‑functional collaboration in an Agile environment.

Formación

5+ years of experience with contact center technologies and CCaaS platforms.
At least 3 years hands-on NICE CXone Studio scripting, IVR workflows, and advanced call routing.
Ability to design, build, troubleshoot NICE CXone call flows.
Strong written and verbal communication; Agile delivery experience.

Responsabilidades

Design, develop, maintain, and troubleshoot NICE inContact / CXone Studio scripts, IVR workflows, routing logic, and call flows.
Build contact center workflows that retrieve data from backend systems, APIs, and enterprise apps.
Develop and support integrations using REST APIs, JSON, CTI, and related patterns.
Integrate CXone with CRM platforms, enterprise data sources, and third‑party systems.
Design or support conversational AI experiences across voice and digital channels.
Translate IVR workflows into conversational experiences with natural language interactions.
Test and validate call flows, integrations, and AI-enabled workflows for performance and reliability.
Troubleshoot production issues and maintain highly available contact center services.