NICE CXone CCaaS Engineer: IVR & Integrations

HCL Technologies Limited; New Jersey; Teletrabalho; USD 90 000 - 130 000; Tempo integral

Resumo da oferta

HCL Technologies Limited is seeking an experienced NICE CXone Configuration Specialist / Platform Engineer to lead the configuration and optimization of the CXone CCaaS platform in a USA remote setting.

The ideal candidate will design IVR flows, implement scalable scripting frameworks, and integrate CXone with CRM systems while ensuring high-performance omnichannel customer experiences. Strong troubleshooting and collaboration across teams are essential.

Qualificações

• 3–5+ years hands-on NICE CXone (inContact) experience including Studio, ACD, and admin modules.
• Strong scripting and development skills for CXone implementations.
• Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks.
• Proven CXone integration with enterprise CRM platforms and external systems.
• Demonstrated ability to diagnose complex routing, scripting, and system performance issues.
• Strong analytical and communication skills for cross-stakeholder collaboration.

Responsabilidades

• Platform Configuration & Administration: configure CXone environments, users, roles, permissions, skills, and teams; governance and access controls within CXone Admin and ACD modules.
• IVR Design & Scripting: design, develop, and optimize complex IVR call flows with CXone Studio; build reusable scripting frameworks; tune routing across voice, email, chat, SMS and social channels.
• CRM & System Integration: integrate CXone with CRM platforms (Salesforce, ServiceNow, Dynamics 365); enable screen pops, data dips, and API-driven workflows.
• Performance Optimization & Support: monitor performance, troubleshoot routing failures, and resolve production issues; analyze KPIs and call flows for improvements.
• WFM & QM Support: collaborate with Workforce Management and Quality Management teams for forecasting, scheduling, and quality initiatives.

Conhecimentos

NICE CXone Expertise

Scripting & Development

Contact Center Technologies

CRM & Integration

Troubleshooting & Optimization

Analytical & Communication

Formação académica

Bachelor's degree in CS/IT

Descrição da oferta de emprego

HCL Technologies Limited is seeking an experienced NICE CXone Configuration Specialist / Platform Engineer to lead the configuration and optimization of the CXone CCaaS platform in a USA remote setting.

The ideal candidate will design IVR flows, implement scalable scripting frameworks, and integrate CXone with CRM systems while ensuring high-performance omnichannel customer experiences. Strong troubleshooting and collaboration across teams are essential.