Contract Center Nice CXOne

Job Description

Works in the area of Software Engineering which encompasses the development maintenance and optimization of software solutions and applications. 1. Applies scientific methods to analyse and solve software engineering problems. 2. He or she is responsible for the development and application of software engineering practice and knowledge in research design development and maintenance. 3. He or she work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers. 4. The software engineer builds skills and expertise of his or her software engineering discipline to reach standard software engineer skills expectations for the applicable role as defined in Professional Communities. 5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.

Job Description - Grade Specific

Key Skills:

• NICE CXone (ACD, IVR, Studio, WEM, QM)

• NICE Studio scripting & call flow design

• NLU integration (Dialogflow, Lex, LUIS)

• Telephony protocols (SIP, VoIP, WebRTC)

Good to Have:

• Experience with omnichannel contact center solutions

• Familiarity with Co-Pilot and Autopilot features

• Exposure to cloud platforms (AWS, Azure)

• Knowledge of customer sentiment analysis

Key Responsibilities:

• Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components

• Develop and maintain skill-based routing, IVR logic, and omnichannel workflows

• Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities

• Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and third-party tools

• Perform log analysis and incident response for telephony and communication infrastructure

• Automate tasks and workflows using RESTful APIs and RPA tools

• Analyze call data, containment rates, and agent performance using NICE reporting tools and BI platforms (e.g., Power BI, Tableau)

• Ensure compliance with security and privacy standards (e.g., PCI-DSS, HIPAA, GDPR)

Required Skills:

• Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM)

• Proficiency in NICE Studio scripting and call flow development.

• Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration

• Strong understanding of SIP, VoIP, WebRTC, and telephony protocols

• Familiarity with OAuth, OpenID Connect, and secure API practices

• Experience with RPA tools (e.g., UiPath, Automation Anywhere)

• Strong analytical skills and experience with BI tools and SQL