Sr Contact Center Engineer

We are seeking a skilled NICE CXone (InContact) Engineer with strong experience in studio scripting to design, build, and maintain contact center call flows. This role is responsible for developing IVR solutions, integrating external systems, and ensuring reliable, scalable customer interaction experiences across voice and digital channels.

Key Responsibilities

• Design, develop, and maintain NICE CXone Studio scripts for inbound and outbound contact flows.
• Build and optimize IVR systems, including menu flows, routing logic, and self-service experiences.
• Implement skills-based routing, queue management, and call prioritization strategies.
• Troubleshoot and resolve issues in call flows, including debugging scripts and analyzing logs.
• Integrate CXone with external systems (e.g., CRMs, APIs, databases) using REST APIs and data dips.
• Collaborate with business stakeholders to translate requirements into technical solutions.
• Conduct testing (UAT/production) and ensure high availability and performance of scripts.
• Document solutions, configurations, and processes for ongoing support and scalability.
  
  

• Bachelors Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
• At least 3 to 5 years of hands-on experience with NICE CXone studio.
• Proven experience in maintaining and enhancing existing Studio scripts.
• Strong knowledge of contact center operations, including ACD, IVR, and skills-based routing.
• Proven experience in IVR and call flow design, with the ability to build efficient and scalable solutions.
• Strong troubleshooting, debugging, and root cause analysis skills in a production support environment.
• Experience working with REST APIs, JSON, and external system integrations.
• Experience with CRM and ticketing system integrations (e.g., Salesforce, Zendesk).
• Working knowledge of JavaScript or similar scripting languages.
• Familiarity with additional NICE CXone modules, such as Reporting, Analytics, and Workforce Management (WFM).
• Experience supporting omnichannel contact center environments, including voice, chat, and email.
• Exposure to cloud-based contact center platforms.
• Knowledge of integration frameworks or middleware used in system-to-system integrations.
• Experience with reporting, analytics, or performance optimization tools.
• Ability to work effectively under pressure and take proactive ownership of issues through resolution.
• Detail-oriented mindset with a strong focus on customer experience and service quality.
• Strong communication skills, with the ability to work with both technical and non‑technical stakeholders.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.