Senior Engineer, NICE CXone
Enphase Energy5 months ago
Bengaluru, IndiaSenior
Responsibilities
- Design, configure, and support NICE CXone Dialer campaigns across predictive, progressive, preview, and agentless modes.
- Develop and enhance NICE CXone Studio IVR workflows for self-service and intelligent routing.
- Manage contact center skills, queues, and routing strategies.
- Build and maintain Salesforce and enterprise-system integrations using APIs, CTI, and workflows.
- Configure and support AI-powered capabilities including Agent Assist, Interaction Analytics, and intelligent routing.
- Monitor performance, troubleshoot issues, and maintain high availability of contact center services.
- Analyze KPIs and recommend automation and performance improvements for customer experience and agent productivity.
Requirements
- 3+ years of hands-on experience in NICE CXone administration, dialer, and IVR development.
- Strong expertise in Salesforce integration, CTI, and REST/SOAP API-based integrations.
- 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.
- Strong troubleshooting, analytical, problem-solving, and communication skills.
Benefits
- Onsite work three days per week initially, with plans to transition to a full five-day in-office schedule over time.
Tech Stack
SOAP
Categories
About Enphase Energy
Enphase Energy builds microinverter-based solar hardware, home energy storage batteries, EV chargers, and monitoring software for residential and small‑commercial customers, sold primarily through installers and distributors. Founded in 2006 and headquartered in Fremont, California, the company is publicly traded on NASDAQ (ENPH). Its Enphase Energy System lets users make, use, save, and sell power, and the firm reports more than 80 million products shipped across 160 countries.