NICE CXONE Engineer

Key Responsibilities:

Design, configure, implement, and support NICE inContact (CXone) solutions for contact center operations.

Create and manage ACD, IVR, call flows, scripts, and Studio configurations.

Troubleshoot and resolve issues related to call routing, agent connectivity, and platform performance.

Support integrations between NICE inContact and CRM systems (e.g., Salesforce, ServiceNow).

Work closely with business stakeholders to gather requirements and deliver contact center solutions aligned with business goals.

Monitor system performance, generate reports, and recommend improvements.

Ensure compliance with company standards, data security, and best practices.

Document configuration changes, technical processes, and troubleshooting guides.

Required Skills & Experience:

3+ years of hands-on experience with NICE inContact (CXone) platform.

Proficient in Studio scripting, IVR design, ACD configuration, call routing, and WorkForce Management (WFM) tools.

Experience with contact center telephony, VoIP, and omnichannel configurations.

Familiarity with API integrations, data dips, and CRM connectors.

Strong analytical and troubleshooting skills.

Ability to work independently in a fast-paced, high-demand environment