Job description
NICE - CXone
Primary Location: Noida / Chennai / Bengaluru / Hyderabad / Pune
Experience: 14+ years
Position Overview (Job Summary):
The NICE CXone Developer will be responsible for designing, developing, and maintaining contact center solutions using NICE CXone.
This includes scripting IVR flows, integrating third-party systems, optimizing omnichannel routing, and ensuring performance and compliance.
The role requires strong technical expertise, problem-solving skills, and the ability to collaborate with cross-functional teams.
Primary Skills:
NICE CXone Studio scripting and IVR call flows
NICE CXone APIs and SDKs
ACD, IVR, WFM, QM, Analytics, Reporting modules
Omnichannel configurations (voice, email, chat, SMS, social)
API-based integrations (REST/SOAP, web services)
Cloud architecture (AWS/Azure/GCP)
JavaScript, Python, .NET (preferred)
CRM integrations (Salesforce, ServiceNow, MS Dynamics)
Secondary Skills:
Real-time dashboards and custom reporting
Contact center performance monitoring and optimization
Security and regulatory compliance
AI-driven CX solutions and RPA tools
Workforce Engagement Management (WEM), Quality Management (QM), Speech Analytics
Experience:
Proven experience as a NICE CXone Developer or similar role
Experience in cloud-based contact center platforms
Experience in developing and supporting omnichannel routing
Familiarity with CRM and third-party integrations
Role and Responsibilities:
A.
Key Responsibilities
Design, develop, and configure NICE CXone routing scripts and IVR flows
Build and maintain integrations with third-party applications
Develop agent desktop workflows and optimize omnichannel routing
Create and maintain API-based integrations
Monitor and troubleshoot contact center performance
Collaborate with stakeholders to gather requirements and deliver solutions
Develop and maintain dashboards and reports
Ensure compliance with security and regulatory standards
Provide technical support, testing, and documentation
B.
Additional Responsibilities
Stay updated with NICE CXone product enhancements
Contribute to continuous improvement initiatives
Support training and knowledge sharing across teams
Educational Qualification:
Not explicitly mentioned (typically a Bachelor's degree in Computer Science, IT, or related field is expected)
Certifications (Preferred):
NICE CXone Mpower Certifications (WFM, QM, Interaction Analytics, CXone Bots, etc.)
NICE InContact CIP Core / Core Plus
ACD/IVR Implementation Certification
Feedback Management Implementation Certification
NICE CXone Agent for Salesforce Implementation
NICE CXone Enlighten AutoSummary Implementation
Required Skill Profession
Computer Occupations