Nice Cxone

Infosys Limited · Bangalore

PagaarPagaar nahi likha

KahanBangaloreKarnataka

TypeFull time

Posted1 Oct9 din pehle, SimplyHired se

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Jo skills maange hain47 likhe hain

Technical troubleshootingSystems integrationSystem administrationStandard operating procedure developmentStakeholder collaborationBasic service issue troubleshootingProcedural guidesCall center experienceStakeholder liaisonIT system monitoringApplication deploymentOperationsSQLRBACAnalysis skillsIVRAchieving service-level targetsSLA adherenceCloud-based systemsStakeholder coordinationCloud service supportSystem validationRequirements analysisScriptingHelp desk systemsQueue managementUser managementTechnical writingService level managementAPIsProblem identificationQA test executionSystem deploymentTelephone systemsApplication maintenanceBusiness requirementsWorkforce managementInternal team coordination for issue resolutionCommunication skillsIncident management responsibilitiesStakeholder relationship buildingDebuggingCross-functional communicationService level agreement managementStakeholder managementSystem performance monitoringCollaboration with IT

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Job Description

We are seeking a motivated NICE CXone Engineer with 1 to 2 years of experience in Contact Center technologies

The ideal candidate should have exposure to NICE CXone IVR ACD routing strategies call flows agent configuration and customer experience solutions

This role involves supporting configuring and enhancing cloud based contact center platforms

Key Responsibilities

Configure and maintain NICE CXone contact center solutions

Support IVR call flows skill routing and ACD configurations

Troubleshoot customer and agent related issues within the NICE CXone platform

Assist in configuration of queues skills users roles and routing profiles

Monitor contact center performance and system health

Work with business teams to understand call center requirements

Participate in testing deployment and production support activities

Create and maintain technical documentation and operational procedures

Collaborate with telephony network and application teams for issue resolution

Ensure adherence to SLA and quality standards

Technical Requirements

1 to 2 years of experience in NICE CXone

Understanding of Contact Center Operations

Knowledge of IVR ACD call routing and queue management

Experience with inbound and outbound call processes

Familiarity with customer service and support workflows

Basic understanding of APIs and integrations

Knowledge of ticketing and incident management processes

Good troubleshooting and analytical skills

Strong communication and stakeholder management skills

Additional Responsibilities

Exposure to CXone Studio scripting

Knowledge of Workforce Management WFM and Reporting

Experience with CRM integrations such as Salesforce Dynamics 365 or ServiceNow

Understanding of cloud contact center technologies

Basic SQL and reporting knowledge

Preferred Skills

Technology->Infrastructure-Contact Center->ContactCenter model

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