C
Posted 2mo ago•Pune, Maharashtra, India
NICE CXone Engineer
MiddleOn-site (Pune)Salary undisclosed
Required Skills
SQL
Job Description
Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.
Experience : 4years to 8 years
Key Responsibilities :
- Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
- Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
- Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
- Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
- Perform log analysis and support incident resolution for telephony and communication infrastructure
- Automate tasks and workflows using RESTful APIs and RPA tools
- Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
- Ensure compliance with industry security and privacy regulations (PCI-DSS, HIPAA, GDPR)
Requirements
- Strong expertise in NICE CXone platform: ACD, IV
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