27 days ago
Hyderābād, IndiaMid Level
Responsibilities
- Design and develop IVR call flows using the NiCE/CXone platform.
- Configure IVR menus, prompts, routing, transfers, authentication, and error handling.
- Develop integrations with backend systems using APIs.
- Troubleshoot IVR issues using logs, traces, and debugging tools.
- Support SIT, UAT, production deployments, and production incidents.
- Collaborate with business, QA, and technical teams on IVR enhancements.
- Prepare and maintain technical documentation.
Requirements
- At least 3 years of hands-on NiCE IVR development experience.
- Strong knowledge of NiCE/CXone and IVR call-flow development.
- Experience with JSON/XML, SQL, and backend integrations.
- Knowledge of DTMF, ASR, and TTS.
- Strong debugging, troubleshooting, and production-support skills.
- Good communication and stakeholder-management skills.
- Experience with ACD/routing, CRM integrations, CI/CD, and cloud contact-center solutions is preferred.
- 15 years of full-time education is required.
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.