4.0 - 9.0 years

15 - 30 Lacs

hyderabad, pune, bengaluru

Work from Office

Key Skills: NICE CXone (ACD, IVR, Studio, WEM, QM) NICE Studio scripting & call flow design NLU integration (Dialogflow, Lex, LUIS) Telephony protocols (SIP, VoIP, WebRTC) Good to Have: Experience with omnichannel contact center solutions Familiarity with Co-Pilot and Autopilot features Exposure to cloud platforms (AWS, Azure) Knowledge of customer sentiment analysis Key Responsibilities: Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components Develop and maintain skill-based routing, IVR logic, and omnichannel workflows Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and third-party tools Perform log analysis and incident response for telephony and communication infrastructure Automate tasks and workflows using RESTful APIs and RPA tools Analyze call data, containment rates, and agent performance using NICE reporting tools and BI platforms (e.g., Power BI, Tableau) Ensure compliance with security and privacy standards (e.g., PCI-DSS, HIPAA, GDPR) Required Skills: Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM) Proficiency in NICE Studio scripting and call flow development Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration Strong understanding of SIP, VoIP, WebRTC, and telephony protocols Familiarity with OAuth, OpenID Connect, and secure API practices Experience with RPA tools (e.g., UiPath, Automation Anywhere) Strong analytical skills and experience with BI tools and SQL

Posted 12 hours ago

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