NICE CXone Developer - Contact Center Solutions
Glauben Technologies
Role Summary : We are seeking a skilled NICE CXone Developer with hands-on experience in CXone Studio scripting, IVR development, and API-based integrations. The candidate will be responsible for building scalable contact center solutions across voice and digital channels, ensuring high-quality customer experience and system performance.Key Responsibilities : CXone Development & IVR Design : - Develop and maintain CXone Studio scripts for voice and digital channels.- Design, build, and optimize IVR call flows, routing logic, and ACD configurations.- Implement business workflows, data dips, and backend integrations within CXone.Integration & Backend Connectivity : - Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using REST APIs, Web services, and middleware.- Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations.- Work on real-time and batch data exchange for call routing and reporting.Omnichannel & Automation Development : - Build and support digital channels (chat, email, SMS, bots) in CXone.- Implement virtual agents/chatbots and automation workflows.- Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar.System Configuration & Optimization : - Configure and optimize skills, routing strategies, agent scripting, and call handling logic.- Analyze call flows and optimize for First Call Resolution (FCR), call containment, and customer experience improvement.Production Support & Troubleshooting : - Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.- Troubleshoot call routing failures, API integration issues, and voice/latency issues.- Participate in release deployments, testing, and change management.Tech Stack : - NICE CXone : CXone Studio, IVR Design, ACD Configuration.- Programming : JavaScript, TypeScript, REST APIs, JSON.- Telephony : SIP, CTI, Call Routing.- Platforms : Avaya, Cisco, Five9, WebEx.Total Experience : 4-9 years (ref:hirist.tech)
Vacancy posted 20 days ago
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