Skills :

We are seeking a Senior Project Engineer with expertise in Nice CXone to lead the design, implementation, and optimization of cloud-based contact center solutions.

The ideal candidate will play a key role in configuring IVR, ACD, call routing, Email, Digital channels, and CRM integrations, ensuring high availability, performance, and scalability of the CXone platform.

Key Responsibilities:

Solution Design & Implementation:

. Architect and deploy Nice CXone solutions, including ACD, IVR, call/digital routing, workforce management (WFM), and analytics.

. Develop custom call/digital flows, scripting, and self-service IVR solutions to enhance customer experience.

. Integrate CXone with CRM systems (Salesforce, ServiceNow, etc.) and other enterprise applications.

. Ensure compliance with security, regulatory, and business continuity requirements.

Project Management & Execution:

. Lead end-to-end implementation of Nice CXone projects, working closely with stakeholders.

. Develop technical documentation, project plans, and best practices for deployment.

. Coordinate with internal teams, vendors, and Nice CXone support to resolve technical issues.

. Perform UAT, testing, and fine-tuning before production rollout.

Optimization & Performance Monitoring:

. Analyze system performance, call flow efficiency, and agent productivity metrics.

. Implement AI-powered automation, chatbots, and speech analytics for improved customer interactions.

. Monitor call quality, adherence, and SLAs, making recommendations for continuous improvements.

Technical Support & Training:

. Act as the technical SME for CXone, providing guidance to IT, operations, and support teams.

. Troubleshoot and resolve system-related issues, outages, and performance bottlenecks.

. Conduct training sessions for end-users and administrators on CXone tools and functionalities.

. Nice Solutions administration.

Qualifications & Experience:

. 5+ years of experience in Nice CXone engineering, configuration, and deployment.

. Strong expertise in IVR scripting, call/digital routing strategies, workforce management, Outbound, and call recording.

. Experience with API integrations, CRM connectors (Salesforce, ServiceNow, etc.), and reporting tools.

. Knowledge of VoIP, SIP trunking, network protocols, and cloud telephony architecture.

. Proficiency in SQL, JSON, JavaScript, or Python for advanced scripting and automation.

. Strong analytical and problem-solving skills with a focus on customer experience enhancement.

. Excellent project management, communication, and stakeholder coordination skills.

Skills

Preferred Certifications: . Nice CXone Certifications (CXone Routing & Scripting, CXone Admin, CXone WFM, etc.). . ITIL, PMP, or Agile methodology certifications are a plus