8 Nice Cxone Jobs

As an Analyst in Customer Experience Management, you will be responsible for collaborating with clients to design and implement strategic customer service initiatives. Your role will involve integrating GenAI capabilities into contact center and self-service solutions, delivering intelligent automation and personalized customer interactions. You will also manage stakeholder expectations, resolve project issues, and implement orchestration platforms for contact center solutions. To excel in this role, you should possess skills in Customer Experience Management, knowledge of CCaaS platforms and Nice CXone, experience with Conversational AI, NLU, NLP, and multichannel applications (SMS, Email, Chat, Web), understanding of contact center infrastructure components and orchestration platforms, familiarity with GenAI integration for automation and personalization, API integrations, Java, WebServices, Containerization (Kubernetes), and experience with auxiliary systems like WFM, Recording, Quality Management. You will lead multichannel self-service and IVR solution design, apply emerging technologies in customer experience and AI, participate in pre-sales activities and solution presentations, and contribute to innovation through reusable assets and market analysis. This role offers the opportunity to work on transformative projects with global clients, exposure to cutting-edge technologies and AI-driven customer experience platforms, and an inclusive and collaborative work environment with career growth opportunities. The ideal candidate for this position should have a minimum of 2 years of experience in delivering voice and non-voice customer interaction solutions using application development tools and implementing customer experience management tools. Additionally, a Bachelors Degree in Engineering (B-Tech/BE), MCA, MBA, or PGDM from a Tier 1 or 2 institution is required.,

As a Software Engineer CCaaS at Observe.AI, you will play a vital role in designing, implementing, and deploying scalable integrations between Observe.AI and various third-party Contact Center-as-a-Service (CCaaS) platforms. Your responsibilities will include evaluating the feasibility of integrations, creating detailed technical specifications, building prototypes, writing clean and scalable code, troubleshooting technical issues, and collaborating with customer teams to ensure successful integrations. Key Responsibilities: - Lead feasibility and architecture design by analyzing customer CCaaS platform capabilities and identifying optimal integration mechanisms. - Author technical specifications including solution architecture diagrams, integration design documents, and execution plans. - Build and validate proof-of-concepts for new CCaaS integrations to ensure functional compatibility. - Implement and deploy integrations in cloud production environments and monitor their performance. - Act as an escalation point to troubleshoot and resolve complex technical issues during integrations. Qualifications: - Bachelor's degree in Computer Science or related field preferred. - 3+ years of experience in software engineering or telecom integration roles. - Hands-on experience with UCaaS/CCaaS platforms such as Genesys, NICE CXone, Five9, AWS Connect, Avaya, and Twilio. - In-depth knowledge of telecom protocols like SIP, SDP, RTP, SIPREC, and media stream capture. - Proficiency in networking fundamentals, RESTful APIs, WebSockets, WebRTC, gRPC, and debugging tools. - Strong written and verbal communication skills to convey complex concepts clearly. - Self-driven, outcome-oriented, and able to thrive in fast-paced environments. Preferred Skills: - Experience with cloud deployments (AWS, GCP, Azure) and observability tooling. - Exposure to Session Border Controllers (SBCs) and telecom compliance requirements. - Prior experience with real-time AI applications is a plus. Benefits: - Competitive compensation package. - Comprehensive medical insurance and free online doctor consultations. - Generous leave policies and holidays. - Learning & Development fund for continuous learning and professional development. - Fun events to foster a positive organizational culture. - Flexible benefit plans for tax exemptions. At Observe.AI, we are committed to fostering an inclusive culture that celebrates diversity and respects individuals from all backgrounds. We encourage talented individuals from non-traditional and underrepresented groups to apply and help shape the future of Observe.AI. For more information, visit our website www.observe.ai.,

You are a highly skilled and motivated Senior Inbound Contact Center Engineer who will be responsible for the design, implementation, maintenance, and continuous improvement of inbound contact center solutions. Your expertise will ensure a seamless and efficient experience for customers by utilizing industry-leading technologies like Avaya, NICE, and Swampfox. In your role, you will design, implement, and maintain complex inbound contact center solutions, including call routing, IVR design, agent desktop configuration, reporting, and integration with other business systems. Troubleshooting and resolving technical issues related to voice infrastructure, applications, and integrations will also be part of your responsibilities. You will proactively monitor system health, capacity, and performance, implementing optimizations to ensure stability and efficiency. Staying updated on emerging contact center technologies and industry best practices will enable you to recommend and implement innovative solutions to enhance customer experience and operational efficiency. Your project management skills will be crucial as you lead and participate in projects related to contact center technology upgrades, expansions, and new feature implementations. Effective collaboration with cross-functional teams, vendors, and stakeholders will ensure successful project delivery. As a mentor, you will provide guidance, training, and support to junior team members to enhance their skills and knowledge. Sharing your expertise through knowledge-sharing sessions and documentation will contribute to the team's growth. Process improvement will be a key focus area where you will analyze existing contact center processes and identify areas for efficiency, automation, and enhanced customer experience. Leveraging Agile methodologies like Scrum and Jira, you will manage projects and ensure timely delivery. Your technical skills should include a deep understanding of VoIP technologies, SIP protocols, networking concepts, contact center reporting tools, scripting languages, APIs for integrations, and network infrastructure. Strong communication skills, problem-solving abilities, proactive mindset, and excellent time management are essential soft skills required for this role. Ideally, you should possess a Bachelor's degree in Computer Science or Information Technology. Avaya certifications (e.g., ACIS, ACSS), NICE CXOne certifications, and Agile/Scrum certifications (e.g., Scrum Master, Product Owner) are highly desirable. If you are looking to join a dynamic team and contribute to the continuous improvement of contact center solutions, this role might be the perfect fit for you.,

As a Technical Architect at TTEC Digital, your primary responsibility will be to architect, design, and solution NICE platform solutions. You will also lead a team of NICE consultants to deliver innovative solutions to our customers. In this role, you will collaborate with onsite delivery teams, project managers, onshore team members, and at times, sales team members and clients. Your role will involve driving innovation and growth within the NICE practice by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction. Your key job responsibilities will include: - Architecting and designing NICE platform solutions and leading teams - Ensuring in-person availability in Hyderabad as per site working policies - Taking ownership of technical delivery for project work originating from India - Collaborating with onshore or client teams for work scope understanding and detailing - Estimating and planning work for the India team - Reviewing delivered work for quality assurance - Coding and testing projects - Participating in Solution Engineering and Pre-sales activities - Driving training & development and knowledge sharing initiatives - Contributing to the growth of the India team and acquiring new technical skills - Contributing to operational metrics for the India team You will need to have hands-on technical skills in: - Contact Center as a Service (CCaaS) software management and domain experience - NICE CXone and CXone Studio Experience - Working with languages like CXone Studio, C#, ASP.NET, ASP/.NET (C#, VS.Net, XML, Web Services, etc.) In terms of competencies, we are looking for individuals who possess strong people skills, high energy, integrity, and problem-solving abilities. Leadership qualities are essential for gaining credibility, motivating teams, and providing guidance to junior members. You should have the ability to manage multiple projects and products efficiently while delivering technical solutions effectively. To qualify for this role, you should ideally have: - A Bachelor's degree in computer science, IT, or engineering - Over 10 years of experience in customer experience software space - 3 or more years of experience in NICE CXone and UC environments - 6 or more years of software development experience - Experience with enterprise-level CCaaS architecture and network infrastructure - A team player mindset and a desire to work in a fast-paced environment At TTEC Digital, we prioritize exceptional customer experiences by developing strategic customer experience designs, integrating powerful data, and leveraging industry-leading technology. Our culture values employee well-being and happiness, making the delivery of amazing customer experiences an employee-first process. As a remote-first employer, we offer flexibility that allows you to shape your career according to your life's journey.,

Job Description Position Title Technical Architect NICE GCA C4 Practice Location NICE Hyderabad Position Purpose As the Technical Architect, you will be responsible for architecting, designing and solutioning NICE platform solutions as well as leading a team of NICE consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team membbers, and at times sales team members and client. You will also drive the innovation and growth of the NICE practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction. Job Responsibility 1. Experience of architecting, designing NICE platforms solutions and lead teams 2. Be available in-person in Hyderabad with commitment to office presence as per site working policies. 3. Able to take over technical delivery ownership for project work happening from India: a. Lead work scope understanding and detailing with onshore or client teams. b. Estimate and plan work for India team to deliver. c. Review delivered work for requisite quality. d. Code and test projects. e. Attend meetings and training as required. f. Work with system analysis and project management for the successful completion of a project. 4. Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts 5. Driving training & development and knowledge sharing aspects 6. Actively participate on India team growth for additional team size and new technical skills. 7. Will be jointly responsible for operational metrics for India team. 8. Hands-on Technical skills on: i. ii. iii. Contact Center as a Service (CCaaS) software management and domain experience. NICE CXone and CXone Studio Experience Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET iv. Expertise on ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.) Competencies Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize. Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments. ¢ ¢ Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective. Technical: Ability to understand all technical components and deliver on technical solutions TTEC Digital India ttecdigital.com Education, Experience and Certification 1. Bachelors degree in computer science, IT, or engineering preferred. 2. Overall 10+ yrs experience in customer experience software space 3. 3 years or more experience in NICE CXone and UC environments. 4. 6 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems. 5. Experience with enterprise level CCaaS architecture for complex business needs. 6. Network infrastructure experience. 7. Team Player 8. Desire to work in a fast-paced environment. Organizational Description At TTEC Digital everything we do, every day, helps our clients fuel exceptional experiences for their customers. Together, we help our clients develop strategic customer experience design, integrate powerful data, and orchestrate industry-leading technology. We coach our clients to ensure their employees feel valued, happy, and rested - because delivering amazing customer experiences is ultimately an employee-first process. The same is true here, it is the people across our TTEC Digital, VoiceFoundry and TTEC Digital teams that fuel truly exceptional experiences. We embrace the unique, positive, and healthy cultures that our different teams bring, and our leadership prioritizes the promise of work/life balance, continuous education, and high-performance incentives. We have been and will remain a remote first employer, giving you the flexibility to take your career wherever life goes. TTEC Digital India ttecdigital.com

Req ID: 298174 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Network Director to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). As a Network Voice Manager that enjoy solving problems, you will have strong Voice and network troubleshooting skills, drive to ensure robust network voice performance, and support secure communications with a high number of connected customers. You would manage a team of approximately 25 Resources globally. As part of Network Voice Team, the candidate's responsibilities will include day to day hands on network voice operations management, service management, change management etc., participation in on call rotations, create and maintain documentation. Insightful knowledge in Unified Communications and Contact Center planning & implementation (Cisco, Genesys, Nice Cxone, Ring Central), Support, site management, configuration of at least one of the vendors UC/CC product line. Conversant in analyzing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex issues. Must Possess exemplary communication (Written and Orally) , analytical and problem-solving skills. Comfort in interacting with people across hierarchical levels in an organization and globally for smooth project execution. Core Competencies: Strong Technical skills in Contact Center and Unified Communications in atleast one of the vendors ( Cisco, Genesys, Ring Central, Nice CX) Strong relationship management skills. Build & sustain strong customer relationship at the senior level with sound influencing & negotiation skills. Excellent team collaboration, team motivation and relationship management skills Excellent leadership skills of both projects and people. Manage Shift Roasters for Support teams Define ways to improve operations through system optimization, Automations and see for ways how to reduce human efforts. Direct management and leadership of entire team including hiring, compensation, retention, KPI and performance management. Develop and execute mitigation plans for areas of non-performance. Manage relationship and serve as primary contact between multiple teams. Develop, implement, and maintain policies, processes, procedures, workflows for all ITSM functions. Lead Service Improvement Programs (SIPs) and Continuous Improvement Programs (CIPs) if required. Establishing enduring relationships with key stakeholders in customer environment and establish highest level of customer satisfaction. Partner with the Client Executive to meet the account objectives and meet client scorecard expectations for delivery. Oversee daily team meetings to set daily actions and follow up on same. Work closely with Client Account Directors on executing account strategies for account growth. Report recruiting activity and elevate any issues to account stakeholders and CORE leadership. Managing and motivating the team members - including career development, mentoring and performance management Work with Team on ongoing technical / process training issues, ensuring all should be tracked and resolved on time. Actively engaged with offshore NOC team. Taking responsibility for driving on going outages and operational issues to get them resolved quickly. Working with team to get the Standard operational documents updated on shared portal to be followed by Team members and for Process Adherence. Responsible for Risk/Issues management, Communications Management, Stakeholders management, Scope management, Time/schedule management. Updating of On-Boarding Documents based on Operational Process Changes. Ensuring onboarding process been followed for new team member Manage internal technical / process audits which in turn help to manage performance matrix of team. Meetings with other Teams for discussing escalations among the different Teams and coming out with the best practices to avoid the escalations coming further among the Teams Conducting knowledge session among different Teams for knowledge Transfer on Processes used to support the Account in case of any change of Processes Govern overall project requirements for successful closure with lessons learnt from past while project is in transit. Pursuing Team members for initiatives like Peer review process to avoid getting escalations. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com ,

Seeking a CCaaS Business Analyst to bridge client needs with tech solutions, gather requirements, build call flows, support UAT, and deliver CX using platforms like NICE CXone, Genesys, or Five9. 5+ yrs BA & 4+ yrs CCaaS experience required.

Job Title: Solutions Architect - NICE CXOne (AI Specialization) Location: Mumbai / Pune / Chennai / Bengaluru / Bhopal / Nagpur Job Type: Full-time Industry: Information Technology / Telecommunications / Insurance / BFSI Experience: 612 years Education qualification and Certifications: Bachelor’s degree in computer science, Information Technology, or related field from a reputed university. Experience with CCaaS platforms like: NICE CXOne, Genesys CX, Amazon Connect, Sprinklr etc. 5+ years of experience in solutions architecture, with at least 2 years of hands-on experience with NICE CXOne and AI technologies. Preferred Qualifications: NICE CXOne certifications (e.g., NICE CXOne Certified Implementation Expert). Experience with cloud platforms such as AWS, Azure, or Google Cloud, particularly in contact center environments. Experience with NICE Enlighten AI Familiarity with programming languages such as Python, JavaScript, or similar for AI and API integration. Background in customer experience (CX) strategy and design. Position Overview: We are seeking a highly skilled and experienced Solutions Architect with specialized expertise in NICE CXOne and a strong focus on Artificial Intelligence (AI). The ideal candidate will play a pivotal role in designing, implementing, and optimizing customer experience solutions that leverage NICE CXOne's capabilities, with a focus on AI-driven innovations. This role requires a deep understanding of cloud contact center solutions, AI technologies, and the ability to translate business requirements into scalable technical solutions. Key Responsibilities: Solution Design and Architecture: Design end-to-end solutions using NICE CXOne, integrating AI technologies to enhance customer experience and operational efficiency. Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solution designs. Architect scalable and resilient cloud-based contact center solutions leveraging NICE CXOne's full suite of tools, including AI-powered features like predictive analytics, virtual agents, and sentiment analysis. AI Integration and Optimization: Implement and optimize AI-driven capabilities such as chatbots, voice bots, natural language processing (NLP), and machine learning (ML) models within the NICE CXOne platform. Leverage NICE CXOne's AI tools (e.g., Enlighten AI, Interaction Analytics) to improve customer engagement and operational insights. Technical Leadership: Serve as the technical expert and advisor for NICE CXOne implementations, ensuring best practices and adherence to industry standards. Provide guidance to development teams on integrating third-party AI tools and APIs with NICE CXOne. Collaborate with cross-functional teams, including developers, data scientists, and business leaders, to deliver seamless solutions. Implementation and Support: Oversee the deployment and configuration of NICE CXOne solutions, ensuring alignment with architectural designs and business objectives. Troubleshoot and resolve technical issues, providing ongoing support and maintenance for deployed solutions. Conduct training sessions and workshops for internal teams and clients to ensure effective adoption of NICE CXOne and AI features. Continuous Improvement: Stay updated on the latest NICE CXOne features, AI advancements, and industry trends to continuously enhance solution offerings. Identify opportunities for innovation and improvement in customer experience processes using AI and NICE CXOne capabilities. Required Skills and Qualifications: Technical Expertise: Proven experience as a Solutions Architect with a focus on NICE CXOne, including implementation, configuration, and optimization. Strong knowledge of AI technologies such as NLP, ML, predictive analytics, and chatbot frameworks. Hands-on experience with NICE CXOne AI tools (e.g., NICE Enlighten AI, Interaction Analytics) and other AI platforms. Cloud and Integration Skills: Deep understanding of cloud-based contact center solutions and SaaS platforms. Proficiency in integrating NICE CXOne with third-party systems, APIs, and AI tools. Analytical and Problem-Solving Skills: Ability to analyze complex business requirements and design innovative, scalable solutions. Strong troubleshooting and problem-solving skills, with a focus on delivering high-quality outcomes. Soft Skills: Excellent communication and presentation skills to effectively convey technical concepts to non-technical stakeholders. Strong collaboration and teamwork abilities, with a customer-centric mindset.