NICE CxOne Support Engineer

NICE CXone Support Engineer :

Employment Type : Full-time Contract for 6 months

Job Summary :

We are seeking a skilled NICE CXone Engineer to design, implement, integrate, and support NICE CXone cloud contact center solutions. The engineer will play a key role in delivering scalable, secure, and high-performance omnichannel contact center capabilities aligned with business and customer experience goals.

This role involves working across NICE CXone architecture, IVR design, integrations, reporting, automation, and platform support to ensure seamless contact center operations and continuous improvement.

Key Responsibilities :

Platform Architecture, Implementation, and Configuration :

- Design, configure, and deploy NICE CXone contact center solutions.

- Configure business units, agents, skills, queues, and routing strategies.

- Build and manage IVR call flows using NICE CXone Studio.

- Implement omnichannel capabilities including voice, chat, email, and SMS.

- Ensure scalability, performance, security, and compliance of the CXone platform.

Integration and Automation :

- Integrate NICE CXone with CRM systems such as Salesforce, Microsoft Dynamics, ServiceNow, or other enterprise applications.

- Develop and configure integrations using CXone APIs, REST APIs, and web services.

- Configure screen pops, agent workflows, and automation processes.

- Implement SSO and identity management using Azure AD, Okta, or similar platforms.

- Support middleware integrations using Azure, AWS, MuleSoft, or similar technologies.

Reporting, Analytics, and Optimization :

- Configure NICE CXone reporting, analytics, and dashboards.

- Develop custom reports and operational KPIs.

- Support business intelligence integrations with tools such as Power BI or Tableau.

- Configure speech analytics and performance monitoring tools.

- Analyze contact center performance and recommend optimization improvements.

Support and Operations :

- Provide ongoing platform support, monitoring, and maintenance.

- Troubleshoot call flows, routing, integrations, and platform issues.

- Handle incident management, service requests, and user administration.

- Support system upgrades, enhancements, and configuration changes.

- Ensure platform availability, reliability, and operational efficiency.

Collaboration and Client Engagement :

- Work closely with business stakeholders, contact center teams, and IT teams.

- Participate in technical discussions, design reviews, and solution planning.

- Provide technical guidance and recommendations based on best practices.

- Support implementation, migration, and optimization initiatives.

Required Skills and Qualifications :

Technical Skills :

- Hands-on experience with NICE CXone platform

- NICE CXone Studio scripting and IVR configuration

- ACD configuration and routing strategies

- CXone APIs and integrations

- REST APIs and web services

- CRM integrations (Salesforce, Dynamics, ServiceNow, etc.)

- Omnichannel configuration (voice, chat, email, SMS)

- Contact center reporting and analytics

- Identity management and SSO integration

Preferred Skills :

- Experience with cloud platforms such as Azure or AWS

- Experience with reporting tools such as Power BI or Tableau

- Knowledge of contact center KPIs and performance metrics

- Experience with automation, scripting, or workflow tools

- Understanding of cloud contact center architecture and best practices

Skills

IVR, REST API, Salesforce, ServiceNow, Azure, AWS, Power BI, CxOne, NICE RPA Tools, IT Operations, Technical Support