CXone Studio IVR & Omnichannel Script Lead

Cognizant; Taguig; Hybrid; PHP 700,000 - 900,000; Full time

Job summary

Cognizant in Taguig is seeking a skilled NICE CXone Script Developer to design, develop, and support contact center applications using NICE CXone Studio.

You will build IVR solutions, implement routing strategies, and integrate CXone with CRM systems and REST APIs. Hybrid work arrangement and collaboration with cross-functional teams are expected.

The role emphasizes troubleshooting, production support, and delivering seamless customer experiences across voice and digital channels.

Qualifications

• 5+ years of NICE CXone experience.
• Strong experience with NICE CXone Studio scripting.
• Experience with IVR, call routing, ACD configurations.
• REST APIs, JSON, and third-party integrations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Design, develop, and maintain IVR call flows using NICE CXone Studio.
• Create, enhance, and troubleshoot CXone scripts for Voice, Chat, Email, SMS, and Digital channels.
• Implement skills-based routing, priority routing, queue management, callbacks, and self-service applications.
• Integrate NICE CXone with external applications, CRM systems (Salesforce, Dynamics 365), and REST APIs.
• Translate business requirements into technical design documents and implementation solutions.
• Perform unit testing, debugging, deployment, and production support for CXone applications.
• Develop omnichannel routing solutions and customer journey enhancements.
• Configure agents, skills, teams, hours of operation, campaigns, reporting, and administration settings.
• Collaborate with business analysts, architects, QA teams, and client stakeholders.
• Participate in incident management and troubleshooting activities for production environments.

Skills

CXone exp

CXone Studio

IVR Development

Call Routing

ACD Configuration

REST APIs

Troubleshooting

Stakeholder Mgmt

Tools

Salesforce

Dynamics 365

REST API tooling

Job description

Cognizant in Taguig is seeking a skilled NICE CXone Script Developer to design, develop, and support contact center applications using NICE CXone Studio.

You will build IVR solutions, implement routing strategies, and integrate CXone with CRM systems and REST APIs. Hybrid work arrangement and collaboration with cross-functional teams are expected.

The role emphasizes troubleshooting, production support, and delivering seamless customer experiences across voice and digital channels.