Senior Engineer, NICE CXone
Enphase Energy4 days ago
Bengaluru, IndiaSenior
Responsibilities
- Design, configure, and support NICE CXone Dialer campaigns, including Predictive, Progressive, Preview, and Agentless modes.
- Develop and enhance IVR workflows using NICE CXone Studio for self-service and intelligent routing.
- Manage skills, queues, and routing strategies to optimize contact center operations.
- Build and maintain Salesforce and enterprise-system integrations using APIs, CTI, and workflows.
- Configure and support AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing.
- Monitor performance, troubleshoot issues, ensure high availability, analyze KPIs, and recommend automation and performance improvements.
Requirements
- At least 3 years of hands-on experience with NICE CXone administration, dialer, and IVR development.
- Strong expertise in Salesforce integration, CTI, and REST/SOAP API-based integrations.
- Strong understanding of ACD, routing strategies, and contact center technologies.
- Experience with AI-driven customer experience capabilities such as Copilot, analytics, or virtual agents is preferred.
- Exposure to cloud contact center solutions, middleware such as Boomi, and omnichannel platforms is preferred.
- Strong troubleshooting, analytical, problem-solving, communication, and stakeholder collaboration skills.
Benefits
- Onsite work three days per week, with plans to transition to a full five-day in-office schedule over time.
Tech Stack
SOAP
Categories