NICE Cxone

Core NICE CXone Skills

• Strong hands-on experience in: o CXone Studio scripting o IVR design and call flow development o ACD configuration and routing strategies
• Experience in omnichannel contact center solutions Programming & Integration
• Strong knowledge of: o JavaScript / TypeScript (preferred) o REST APIs and JSON-based integrations
• Experience in working with: o API integrations o Backend services Contact Center & Telephony
• Understanding of: o SIP, CTI, call routing o Contact center operations and workflows
• Experience in platforms like: o Avaya / Cisco / Five9 / WebEx (preferred) CXone Development & IVR Design
• Develop and maintain CXone Studio scripts for voice and digital channels.
• Design, build, and optimize IVR call flows, routing logic, and ACD configurations.
• Implement business workflows, data dips, and backend integrations within CXone. Integration & Backend Connectivity
• Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using: o REST APIs / Web services o Middleware / integration hubs
• Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations.
• Work on real-time and batch data exchange for call routing and reporting. Omnichannel & Automation Development
• Build and support digital channels (chat, email, SMS, bots) in CXone.
• Implement virtual agents/chatbots and automation workflows.
• Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar. System Configuration & Optimization
• Configure and optimize: o Skills and routing strategies o Agent scripting and workflows o Call handling logic
• Analyze call flows and optimize for: o First Call Resolution (FCR) o Call containment o Customer experience improvement Production Support & Troubleshooting
• Provide L2/L3 support for CXone issues related to call flows, integrations, and routing.
• Troubleshoot: o Call routing failures o API integration issues o Voice and latency issues
• Participate in release deployments, testing, and change management
• Experience with: o Dialer systems (ININ / outbound campaigns) o Call recording platforms (NICE Engage / Verint) o Workforce Engagement tools (WFM, QM)
• Exposure to: o Cloud platforms (Azure / AWS) o AI/ML integrations in contact center
• Certifications: o NICE CXone / CCNA / ITIL