NICE CXone Configuration Specialist

HCL Technologies Limited; New Jersey; Remote; USD 90,000 - 130,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

NICE CXone Expertise

Scripting & Development

Contact Center Technologies

CRM & Integration

Troubleshooting & Optimization

Analytical & Communication

Education

Bachelor's degree in CS/IT

Job description

Job Title: NICE CXone Configuration Specialist / Platform Engineer

Location: USA - EST Time Zone (Remote)

Role Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

Key Responsibilities

Platform Configuration & Administration

• Configure and manage CXone environments, including users, roles, permissions, skills, and teams
• Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

• Design, develop, and optimize complex IVR call flows using NICE CXone Studio
• Implement reusable, scalable scripting frameworks and troubleshoot script logic issues
• Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
• Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

• Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
• Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

• Monitor system performance, troubleshoot routing failures, and resolve production issues
• Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

• Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

Mandatory Requirements (Must-Have)

• NICE CXone Expertise:
• 3-5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
• Scripting & Development:
• Contact Center Technologies:
• Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
• CRM & Integration Experience:
• Proven experience integrating CXone with enterprise CRM platforms and external systems
• Troubleshooting & Optimization:
• Demonstrated ability to diagnose complex routing, scripting, and system performance issues
• Analytical & Communication Skills:
• Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

Preferred Qualifications (Nice-to-Have)

• Certifications:
• NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
• Education:
• Bachelor's degree in computer science, Information Technology, or a related field
• AI & Automation Experience:
• Exposure to conversational AI and chatbot technologies such as Dialog flow or similar platforms
• Advanced CXone Capabilities:
• Experience with CXone WFM, QM, Analytics, and Enlighten AI
• Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns