NICE Cxone

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 Technical Requirements: Core NICE CXone Skills • Strong hands-on experience in: o CXone Studio scripting o IVR design and call flow development o ACD configuration and routing strategies • Experience in omnichannel contact center solutions Programming & Integration • Strong knowledge of: o JavaScript / TypeScript (preferred) o REST APIs and JSON-based integrations • Experience in working with: o API integrations o Backend services Contact Center & Telephony • Understanding of: o SIP, CTI, call routing o Contact center operations and workflows • Experience in platforms like: o Avaya / Cisco / Five9 / WebEx (preferred) 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: o REST APIs / Web services o Middleware / integration hubs • 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: o Skills and routing strategies o Agent scripting and workflows o Call handling logic • Analyze call flows and optimize for: o First Call Resolution (FCR) o Call containment o Customer experience improvement Production Support & Troubleshooting • Provide L2/L3 support for CXone issues related to call flows, integrations, and routing. • Troubleshoot: o Call routing failures o API integration issues o Voice and latency issues • Participate in release deployments, testing, and change management Preferred Skills: Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts