- Hyderabad, Telangana, India
- 3–7 years
Design, develop, test, and maintain IVR and call routing scripts using NICE CXone Studio; configure and support ACD skills, contact flows, call queues, priority routing, and schedules; develop intelligent routing logic; integrate NICE CXone with external systems using REST APIs, web services, and data dips; support omni-channel contact flows; troubleshoot and resolve production issues; collaborate with stakeholders; configure prompts, menus, error handling, and failover logic; support platform upgrades; create and maintain technical documentation; participate in on-call or production support rotations.
Responsibilities
- Design, develop, test, and maintain IVR and call routing scripts using NICE CXone Studio.
- Configure and support ACD skills, contact flows, call queues, priority routing, and schedules.
- Develop intelligent routing logic based on business rules such as time-of-day, ANI, DNIS, skill priority, customer attributes, and CRM data.
- Integrate NICE CXone with external systems using REST APIs, web services, and data dips.
- Support omni-channel contact flows including voice, chat, email, SMS, and digital channels.