CXOne Solution Engineer - Digital First Omnichannel (DFO)

HCLTech; Kuala Lumpur; On-site; MYR 100,000 - 160,000; Full time

Job summary

HCLTech is seeking an experienced CXOne DFO Engineer in Kuala Lumpur to design, develop, implement, and support NICE CXone DFO solutions across chat, messaging, email, social, and chatbots.

You will drive automation, maintain workflows and integrations, and collaborate with business and tech stakeholders to enhance customer engagement and operability.

Qualifications

• 3+ years of experience in contact center, telecommunications, software, or customer service tech.
• 1+ year hands-on NICE CXone Studio experience.
• Experience with NICE CXone DFO channels: Chat, SMS, Email, Social Messaging, Chatbots.
• Strong understanding of contact center operations and omnichannel solutions.
• Experience with RESTful APIs, SOAP services, system integrations.
• Experience integrating CXone with CRM platforms such as Microsoft Dynamics or similar.
• Familiarity with Azure and/or AWS cloud platforms.
• Understanding of Agile, SDLC and DevOps practices.
• Strong problem-solving and stakeholder management skills.

Responsibilities

• Design, configure, and support NICE CXone DFO digital channels.
• Develop and maintain DFO workflows, customer journeys, and integrations.
• Leverage CXone APIs and integrations to enhance experiences.
• Drive automation for DFO operations and deployment activities.
• Collaborate with stakeholders to deliver CX improvements.
• Develop and maintain architecture standards and best practices.
• Troubleshoot complex digital flow and production issues.

Skills

NICE CXone Studio

CXone DFO channels

RESTful APIs

SOAP services

CRM integrations

Azure / AWS

Agile / DevOps

Contact center operations

Education

Bachelor's Degree or equivalent

Tools

Microsoft Dynamics

Job description

We are seeking an experienced CXOne DFO Solution Engineer to design, develop, implement, and support NICE CXone Digital First Omnichannel (DFO) solutions. This role focuses on digital channel engineering, automation, integrations, and operational support across chat, messaging, email, social, and chatbot platforms, ensuring scalable and reliable customer engagement solutions.

Key Responsibilities

• Design, configure, and support NICE CXone DFO digital channels, including Chat, SMS, Email, Social Messaging, and Chatbots.
• Develop and maintain DFO workflows, customer journeys, and integrations.
• Leverage CXone APIs, web services, and enterprise integrations to enhance customer and agent experiences.
• Drive automation for DFO operations, service changes, and deployment activities.
• Apply Agile and DevOps practices to improve delivery speed, automation, and operational efficiency.
• Troubleshoot and resolve complex digital flow, integration, and production issues.
• Collaborate with business and technology stakeholders to deliver customer experience improvements.
• Develop and maintain architecture standards, documentation, and best practices.

Required Skills & Experience

• 3+ years of experience in contact center, telecommunications, software, or customer service technology environments.
• 1+ year of hands-on NICE CXone Studio experience.
• Strong experience with NICE CXone DFO channels:
• -Chat
• -SMS
• -Email
• -Social Messaging
• -Chatbots
• Strong understanding of contact center operations, digital engagement, and omnichannel solutions.
• Experience with RESTful APIs, SOAP services, system integrations, and object-oriented design.
• Experience integrating CXone with platforms such as Microsoft Dynamics, Amelia, or other CRM solutions.
• Familiarity with Azure and/or AWS cloud platforms.
• Understanding of Agile, SDLC, and DevOps methodologies.
• Strong problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

• Experience with NICE CXone ACD, IVR, WFM, and integrations with enterprise platforms.
• Exposure to Genesys, Cisco, Avaya, or other contact center technologies.
• Relevant contact center, cloud, or collaboration technology certifications.
• Bachelor's Degree or equivalent professional experience.

Ideal Candidate

A hands-on CXOne DFO Engineer with expertise in digital channels, CXone Studio, API integrations, automation, and omnichannel customer engagement, capable of delivering scalable digital servicing solutions while improving customer experience and operational efficiency.