NiCE CXone Engineer

NiCE CXone Engineer
Job Title: Nice CXone
Experience: 4- 7 years
Location: Onsite- Indore office (preferrable) with flexible conditional options of Hybrid and Remote working
Job Type: Full-Time
Shift: 3 PM to 12 midnight with Overlapping hours

Role Overview
We are looking for a skilled NICE CXone Dialer Specialist with strong knowledge of outbound dialer operations and
multi-system integrations. The ideal candidate should have hands-on experience with NICE CXone, dialer
configuration, outbound call strategies, and cross-platform integration workflows, especially with Salesforce. The
role will involve managing dialer setups, troubleshooting issues, optimizing outbound campaigns, and coordinating
between technical and business teams.

Key Responsibilities
NICE CXone Dialer Management
Configure, optimize, and maintain NICE CXone Outbound Dialers (Predictive, Progressive, Preview). Manage
dialer strategies, pacing settings, call routing, redialing logic, calling lists, and campaign performance.
Monitor real-time campaign activity and take corrective actions for performance optimization.
Set up dialing rules, calling hours, suppression lists, and compliance-related configurations (TCPA, DNC lists,
etc.).

Outbound Campaign Execution
Coordinate with business teams to understand campaign objectives and create dialer workflows accordingly.
Prepare, upload, and validate calling lists.
Ensure high contact rates, low abandonment, and effective agent engagement.
Manage post-campaign reporting and analytics.

Cross-Platform Integration (Salesforce + NICE CXone)
Work with Salesforce teams to ensure smooth data flow between CRM and NICE CXone.
Support integration of Lead/Contact data, outbound call workflows, and syncing dialer results back to
Salesforce.
Ensure data consistency, validation, and troubleshooting for integrated flows.

Technical Support & Optimization
Troubleshoot dialer errors, call failures, integration glitches, and routing issues.
Work with NICE support teams for escalations and advanced troubleshooting.
Implement performance improvements and best practices across dialer and integration processes.

Stakeholder Collaboration
Work closely with Operations, Quality, IT, and Business teams to ensure campaign success.
Document setup steps, workflows, and knowledge base articles for easy reference.
Provide training and support to agents and supervisors on dialer functionalities.

Required Skills & Qualifications
Hands-on experience with NICE CXone, especially outbound dialing campaigns.
Strong understanding of Predictive, Power, Progressive, and Preview dialing modes.
Working knowledge of Salesforce CRM (Admin-level understanding preferred).
Understanding of IVR, ACD, skills routing, WFM, and overall contact center operations.
Experience in handling API integrations, data mapping, and dialer list processing.
Good analytical skills with the ability to interpret dialer metrics and performance dashboards.
Strong communication skills to work with business users and technical teams.
Ability to work in fast-paced environments and manage multiple tasks simultaneously.