NICE CXone Engineer
Hyderabad, Bengaluru, PuneFull-time4–8 yrsPosted 4 months ago
Senior engineering role at Capgemini in Hyderabad, Bengaluru and 1 more city. Needs 4+ years.
About the role
The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.
What you'll do
- 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
What you need
- SQL
- RPA
- REST APIs
- Power BI
- Data privacy
- Tableau