NICE CXone Solution Engineer – IVR / ACD

Pride Global; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

Pride Global in Malaysia is seeking an experienced NICE CXone Solution Engineer to join a growing global engineering team. You will design, implement, and support inbound and outbound IVR/ACD solutions within a scalable contact centre environment.

The role requires hands-on CXone Studio scripting, multi-platform integration, and strong collaboration with stakeholders. You will drive automation, provisioning, and monitoring using Agile, DevOps, and CI/CD practices in cloud-based setups.

Qualifications

• 3+ years in contact centre technology or related technical environments.
• Strong hands-on NICE CXone Studio scripting experience.
• Experience with NICE CXone ACD, IVR and WFM implementations.
• Experience integrating CXone with platforms like Microsoft Dynamics and Amelia.
• Strong understanding of RESTful/SOAP APIs and enterprise integrations.

Responsibilities

• Design, configure, and implement NICE CXone inbound and outbound IVR/ACD solutions.
• Apply contact centre architecture across platforms such as NICE CXone, Genesys, Cisco, Microsoft, and Avaya.
• Develop and maintain technical standards and architecture documentation.
• Support scalable, highly available contact centre environments.
• Engage with stakeholders to translate requirements into technical solutions.
• Develop integrations with external platforms and enterprise systems.

Skills

Analytical skills

Problem solving

Troubleshooting

Communication skills

Stakeholder management

Business analysis

Independent work

Education

Bachelor's degree

Tools

NICE CXone Studio scripting

NICE CXone APIs

RESTful APIs

SOAP APIs

Azure

AWS

CI/CD

NICE CXone ACD

Job description

• Salary : 15-20% increment
• Employment Type: Full-time Employment
• Open for : Local/PR/RPT

About the Role

We are seeking an experienced NICE CXone Solution Engineer to join a growing global engineering team.

The successful candidate will be responsible for the design, development, implementation, configuration, and support of contact centre inbound and outbound IVR/ACD solutions. This role will serve as a key technical resource for contact centre transformation initiatives, operational support, automation, and proactive monitoring.

The ideal candidate will have strong hands‑on experience with NICE CXone Studio, complex contact centre solutions, call‑flow design, system integrations, and cloud technologies. Strong problem‑solving skills, attention to detail, and the ability to work independently in complex enterprise environments are essential.

Key Responsibilities

Architecture & Engineering

• Design, configure, and implement NICE CXone inbound and outbound IVR/ACD solutions.
• Apply contact centre architecture and engineering principles across platforms such as NICE CXone, Genesys, Cisco, Microsoft, and Avaya.
• Develop and maintain technical standards, architecture documentation, and best practices.
• Support scalable, highly available, and resilient contact centre environments.

Business Engagement

• Engage with business stakeholders and technology teams to understand requirements and deliver contact centre solutions.
• Translate business needs into effective technical solutions.
• Identify opportunities for automation and improved customer experience and productivity.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.

IVR / ACD Design & Development

• Design, develop, configure, and document inbound and outbound IVR/ACD call flows.
• Develop and maintain NICE CXone Studio scripts and call‑flow logic.
• Analyse production issues and implement corrective actions to improve reliability, redundancy, and recovery.
• Support contact centre routing, voice, SMS, WhatsApp, and omnichannel capabilities.
• Develop integrations with external platforms and enterprise systems.

Automation & Integration

• Develop automation for Move, Add, and Change (MAC) telephony services.
• Leverage NICE CXone APIs and web services for enterprise integrations.
• Support screen‑pop and omnichannel voice‑routing capabilities.
• Apply Agile, DevOps, and CI/CD practices to improve solution delivery and operational efficiency.
• Contribute to operational support models, proactive monitoring, and process automation.

Requirements

• 3+ years of experience in contact centre technology, cloud computing, telecommunications, or related technical environments.
• Strong hands‑on experience with NICE CXone Studio scripting and complex contact centre solutions.
• Strong experience with NICE CXone ACD, IVR, and WFM implementations.
• Experience designing and implementing contact centre call flows, routing, voice, SMS/WhatsApp, and omnichannel solutions.
• Experience integrating NICE CXone with platforms such as Microsoft Dynamics and Amelia.
• Strong understanding of RESTful/SOAP APIs and enterprise integrations.
• Experience with at least one major contact centre platform, such as:
• NICE CXone / NICE inContact
• Genesys Cloud / Engage
• Experience with telecommunications providers, SIP trunking, voice routing, and telephony environments.
• Knowledge of Azure or AWS and cloud security best practices.
• Understanding of Agile, SDLC, DevOps, and automation practices.
• Strong analytical, problem‑solving, and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaboratively in a matrixed environment.
• Ability to translate business requirements into technical solutions.
• Bachelor's degree or equivalent work experience.

Key Skills

NICE CXone | CXone Studio | IVR | ACD | WFM | Call Flow | Contact Centre | Telephony | SIP | REST/SOAP APIs | Omnichannel | NICE inContact | Genesys | Cisco | Avaya | Azure/AWS | Automation | DevOps | Agile