CXOne Solution Engineer - IVR/ACD

HCLTech; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

HCLTech is seeking an experienced CXOne Solution Engineer in Kuala Lumpur to design, build, and support enterprise contact center solutions using NICE CXone. You will focus on IVR/ACD development, automation, integrations, and operational excellence for global transformation initiatives.

The role requires 3+ years in contact center/telephony, strong CXone expertise, and experience with REST/SOAP APIs, cloud platforms, and DevOps practices.

Qualifications

• 3+ years of experience in contact center, telephony, or cloud solution delivery.
• Strong expertise in NICE CXone (ACD, IVR, WFM, Studio Scripting).
• Experience designing contact center architectures, routing strategies, and call flows.
• Knowledge of RESTful APIs, SOAP services, system integrations, and object-oriented design.

Responsibilities

• Design, develop, and maintain NICE CXone IVR and ACD solutions.
• Create and optimize inbound/outbound call flows using CXone Studio scripting.
• Develop automation for contact center operations and service requests.
• Integrate CXone with enterprise platforms using REST/SOAP APIs, CRM systems, and web services.
• Support omnichannel routing, screen pops, SMS, WhatsApp, and customer engagement solutions.
• Troubleshoot and resolve complex call flow, integration, and platform issues.
• Collaborate with business and technology teams to deliver customer experience improvements.
• Establish contact center standards, documentation, monitoring, and support processes.

Skills

CXOne

ACD

IVR

WFM

Studio Scripting

REST APIs

SOAP services

System integrations

Azure

AWS

Agile

SDLC

DevOps

SIP trunking

Tools

NICE CXone

CXone Studio

Azure

AWS

Job description

We are seeking an experienced CXOne Solution Engineer to design, build, and support enterprise contact center solutions using NICE CXone. The role focuses on IVR/ACD development, automation, integrations, and operational excellence, supporting global contact center transformation initiatives.

Key Responsibilities

• Design, develop, and maintain NICE CXone IVR and ACD solutions.
• Create and optimize inbound/outbound call flows using CXone Studio scripting.
• Develop automation for contact center operations and service requests.
• Integrate CXone with enterprise platforms using REST/SOAP APIs, CRM systems, and web services.
• Support omnichannel routing, screen pops, SMS, WhatsApp, and customer engagement solutions.
• Troubleshoot and resolve complex call flow, integration, and platform issues.
• Collaborate with business and technology teams to deliver customer experience improvements.
• Establish contact center standards, documentation, monitoring, and support processes.

Required Skills & Experience

• 3+ years of experience in contact center, telephony, or cloud solution delivery.
• Strong expertise in NICE CXone (ACD, IVR, WFM, Studio Scripting).
• Experience designing contact center architects, routing strategies, and call flows.
• Knowledge of RESTful APIs, SOAP services, system integrations, and object-oriented design.
• Experience with contact center platforms such as:
• -NICE CXone (InContact)
• Understanding of SIP trunking, telephony infrastructure, voice routing, and telecommunications providers.
• Familiarity with Azure and/or AWS cloud platforms.
• Working knowledge of Agile, SDLC, and DevOps practices.
• Strong problem‑solving, communication, and stakeholder management skills.

Preferred Qualifications

• Experience integrating CXone with Microsoft Dynamics, Amelia, or CRM platforms.
• Exposure to omnichannel customer servicing environments.
• Relevant industry certifications in contact center, cloud, or collaboration technologies.

Ideal Candidate

A hands‑on CXOne Solution Engineer with strong expertise in NICE CXone, IVR/ACD development, contact center integrations, cloud technologies, and automation, capable of delivering scalable and customer‑focused communication solutions.