CXone Software Engineer

We are seeking a skilled and experienced CXone software Engineer to join our team. The ideal candidate will be responsible for designing, implementing, and maintaining CXone solutions to ensure seamless communication. This role requires deep technical expertise in CXone platforms, strong problem-solving skills, and a commitment to delivering high-quality solutions for our clients or organization.

Key Responsibilities:

Design & Implementation:

• Configure and deploy CXone CCaaS (CX) software, including the latest AI empowered modules named Mpower Enlighten.
• In-depth understanding of CXone Framework, IVR, Digital Engagement (Email, Chat, Some and SMS), Routing, Recording and Reporting.
• Integrate the CXone solution with CRM and other third-party applications.

System Maintenance & Optimization:

• Monitor and maintain the CXone software to ensure high availability and performance.
• Troubleshoot and resolve technical issues related to the CXone software.

Development & Customization:

• Develop routing strategies, call-/workflows, and scripts tailored to business requirements.
• Develop solutions for automation (Voice and Digital) based on the CXone software.
• Customize solutions for specific client or internal business needs.

Collaboration & Support:

• Work closely with cross-functional teams, including network engineers, developers, and QA teams.
• Provide technical support and training to end-users and stakeholders.
• Participate in incident and change management processes.

Documentation & Reporting:

• Create and maintain system documentation, including architecture diagrams, configurations, and SOPs.
• Provide regular performance reports and recommend improvements.

Required Skills & Qualifications:

• Technical Expertise:

o Proficiency in the CXone platform or other CCaaS solutions.

o Knowledge of WebRTC technology and experience working on WebRTC based platforms.

o Experience with SIP, VoIP, and telephony protocols.

o Knowledge of IVR design, call routing, and voice/screen recording systems.

• Programming & Scripting:

o Familiarity with languages like .Net, Java, C#, or Python for integration.

o Knowledge of CXone Studio or other similar scripting tools.

• Tools & Integration:

o Experience with databases (SQL, Oracle).

o Knowledge of integrating with CRMs like Salesforce, SAP or Microsoft Dynamics.

o Familiarity with AWS, Azure, or other cloud platforms.

• Soft Skills:

o Strong analytical and problem-solving skills.

o Excellent communication and documentation abilities.

o Ability to work in a collaborative and fast-paced environment.

o Multi-task and maintain composure in stressful and demanding work environment.

Preferred Qualifications:

• CXone Certifications e.g., CXone Implementation Certified (CIP).
• Experience with Agile/Scrum methodologies.

Education:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Relevant work experience may substitute for formal education requirements.

Experience:

7+ years of experience working with CXone software or other CCaaS Solutions.