CXone Engineer

Position: NICE CXone Engineer
Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.

Experience :  4years to 8 years

Location:

Bangalore / Pune / Hyderabad

Key Responsibilities :

Design and implement call flows using  NICE CXone Studio , including ACD, IVR, WEM, and QM components
Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
Integrate NLU platforms with IVR and agent assist solutions to enable  conversational AI
Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
Perform log analysis and support incident resolution for telephony and communication infrastructure
Automate tasks and workflows using  RESTful APIs  and  RPA tools
Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
Ensure compliance with industry security and privacy regulations (PCI-DSS, HIPAA, GDPR)

Required

Skills & Experience:

Strong expertise in  NICE CXone  platform: ACD, IVR, Studio, WEM, QM
Proficiency in NICE Studio scripting and complex call flow development

Experience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)
Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture
Familiarity with  OAuth ,  OpenID Connect , and secure API practices

Experience with RPA tools such as  UiPath  or  Automation Anywhere
Strong analytical and problem‑solving skills

Experience with BI tools and SQL for data analysis