Consulting-Customer-Nice - Consultant

Same job available in 4 locations

Bengaluru, Karnataka, India

Chennai, Tamil Nadu, India

Hyderabad, Telangana, India

Pune, Maharashtra, India

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Position Summary

Job Title

Nice - Consultant

Role Summary

Design, configure, and extend the NICE CXone cloud contact Center platform, building omnichannel routing, IVR/IVA experiences, and integrations with CRM and enterprise systems. Deliver secure, scalable solutions and support production operations across voice and digital channels.

Key responsibilities

  • Configure and enhance CXone ACD: skills, queues, routing strategies, priorities, agent profiles, and business rules.
  • Build and maintain IVR/call flows (voice and digital) using CXone scripting/tools (as applicable) and best practices for containment and handoff to agents.
  • Develop integrations using CXone APIs (REST) for customer lookup, case creation, call/activity logging, dispositioning, callbacks, and workflow automation.
  • Implement CRM/CTI capabilities (screen pops, click-to-dial, interaction logging) with platforms like Salesforce or Dynamics 365.
  • Support digital channels (chat, SMS, email, social) routing and configuration where used.
  • Configure and maintain reporting/analytics: interaction data extracts, KPI dashboards, and reconciliation with source-of-truth systems.
  • Troubleshoot and resolve issues across routing, agent desktop behavior, integrations, and data flows; perform root-cause analysis and prevention.
  • Ensure solutions meet security, privacy, and compliance requirements (PII/PCI handling, access controls, auditability).
  • Produce technical documentation: design specs, configuration inventories, test plans, deployment/runbooks, and operational handover.
  • Collaborate in Agile delivery: estimation, sprint execution, UAT support, and release management.

Required qualifications (must-have)

  • 3+ years in contact center engineering/development with 1–2+ years hands-on with NICE CXone (inContact).
  • Strong experience with ACD/routing configuration (skills, queues, priorities, SLAs, overflow/after-hours, callbacks).
  • Hands-on experience with CXone REST APIs and integration patterns (auth, retries, error handling, logging, observability).
  • Proficiency in at least one integration language (e.g., JavaScript/TypeScript, Python, Java, C#) and solid JSON/data mapping.
  • Experience implementing CRM/CTI integrations (screen pop, click-to-dial, interaction logging, dispositions).
  • Working knowledge of telephony fundamentals (SIP/PSTN concepts, call flows, DTMF) sufficient for troubleshooting with voice/network teams.
  • Strong debugging skills and ability to translate business requirements into technical designs.

Preferred qualifications (nice-to-have)

  • NICE CXone certifications (or comparable CCaaS certifications).
  • Experience with WFM/QM/analytics modules (if in scope), speech analytics, or conversational AI/IVA tools.
  • Experience with SSO/SAML, role-based access control, and enterprise identity patterns.
  • Data/BI skills: SQL and dashboarding tools (Power BI/Tableau).
  • Experience in regulated environments (PCI, HIPAA, SOX) and secure SDLC.

Typical deliverables

  • Routing/IVR designs and builds, integration services, data extracts/reporting layers, monitoring/alerting, deployment plans, and production runbooks.
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Professional development

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Requisition code: 328993