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CXone IVA Implementation Specialist

5 years

0 Lacs

india

Posted:2 months ago| Platform: Linkedin logo

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Skills Required

integration design ai routing strategies chat salesforce data testing documentation compliance security support rest webhooks certifications communication management

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title:

Location: Remote

Budget : 13LPA

Summary:

Seeking an experienced specialist to lead the implementation and integration of NICE CXone solutions, focusing on IVA workflows, system integrations, and omnichannel customer experiences.

Key Responsibilities:

  • Design and implement IVA workflows using CXone Studio and AI tools.
  • Configure IVR, ACD, and routing strategies for voice, chat, email, and SMS.
  • Integrate CXone with CRMs (Salesforce, MS Dynamics), ticketing, and data platforms via APIs.
  • Lead end-to-end project execution: requirements, design, testing, deployment.
  • Create technical documentation and ensure compliance with security standards.
  • Monitor, troubleshoot, and optimize IVA performance and integrations.
  • Train and support internal users on CXone best practices.

Qualifications:

  • 5+ years in contact center tech, 2+ years with NICE CXone.
  • Strong experience in IVA design, Studio, and system integrations.
  • Proficient in REST APIs, webhooks, and integration frameworks.
  • NICE CXone certifications preferred (CIP, IVA, Studio).
  • Excellent communication and stakeholder management skills.

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