CXone & IVA Implementation-NICE Cxone

Job description:

CXone & IVA Implementation-NICE Cxone

Total Experience-5+ years

Location- PAN India

Notice- Immediate to 30 days

Shift timings- from 3.30pm IST/ rotational

 

Key Responsibilities:

CXone & IVA Implementation

•  Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.

•  Configure IVR, ACD, and routing strategies tailored to business needs.

•  Develop and maintain omnichannel experiences (voice, chat, email, SMS).

System Integration

•  Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.

•  Collaborate with IT and business teams to ensure secure and scalable integrations.

•  Support real-time and batch data exchange between CXone and backend systems.

Project Execution

•  Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.

•  Create and maintain technical documentation and configuration guides.

•  Ensure compliance with security and data governance standards.

Support & Optimization

•  Monitor system performance and troubleshoot issues across IVA and integrations.

•  Continuously optimize call flows and routing logic based on analytics and feedback.

•  Provide training and support to internal teams on CXone features and best practices.

Qualifications:

•  5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.

•  Hands-on experience with IVA design, and CXone Studio.

•  Strong understanding of RESTful APIs, webhooks, and integration patterns.

•  NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.

•  Excellent communication, documentation, and stakeholder management skills.

͏

Total Experience-5+ years

Location- PAN India

Notice- Immediate to 30 days

Shift timings- from 3.30pm IST/ rotational

 

Key Responsibilities:

CXone & IVA Implementation

•  Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.

•  Configure IVR, ACD, and routing strategies tailored to business needs.

•  Develop and maintain omnichannel experiences (voice, chat, email, SMS).

System Integration

•  Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.

•  Collaborate with IT and business teams to ensure secure and scalable integrations.

•  Support real-time and batch data exchange between CXone and backend systems.

Project Execution

•  Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.

•  Create and maintain technical documentation and configuration guides.

•  Ensure compliance with security and data governance standards.

Support & Optimization

•  Monitor system performance and troubleshoot issues across IVA and integrations.

•  Continuously optimize call flows and routing logic based on analytics and feedback.

•  Provide training and support to internal teams on CXone features and best practices.

Qualifications:

•  5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.

•  Hands-on experience with IVA design, and CXone Studio.

•  Strong understanding of RESTful APIs, webhooks, and integration patterns.

•  NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.

•  Excellent communication, documentation, and stakeholder management skills.

͏

Gathering of requirements-Assist in conducting workshops and discussions with client stakeholders to gather business process requirements.

Coding and Configuration-"Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.

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Testing and Trial Runs-"Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.

Implementation-Participate in implementation of software application and its integration with other systems to ensure stability.

Maintain Documentation-Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code.

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Stakeholder Collaboration-Collaborate with cross functional teams  to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards.

 

Mandatory Skills: Nice Cxone Contact Center Admin
.

 

Experience: 3-5 Years
.

 

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