01Overview
Core NICE CXone Skills
Strong hands-on experience in: o CXone Studio scripting o IVR design and call flow development o ACD configuration and routing strategies Experience in omnichannel contact center solutions Programming & Integration Strong knowledge of: o JavaScript / TypeScript (preferred) o REST APIs and JSON-based integrations Experience in working with: o API integrations o Backend services Contact Center & Telephony Understanding of: o SIP, CTI, call routing o Contact center operations and workflows Experience in platforms like: o Avaya / Cisco / Five9 / WebEx (preferred) CXone Development & IVR Design Develop and maintain CXone Studio scripts for voice and digital channels. Design, build, and optimize IVR call flows, routing logic, and ACD configurations. Implement business workflows, data dips, and backend integrations within CXone. Integration & Backend Connectivity Develop integrations between CXone and enterprise systems (CRM, databases, ticketing tools) using: o REST APIs / Web services o Middleware / integration hubs Handle authentication mechanisms (OAuth2, tokens, API keys) for secure integrations. Work on real-time and batch data exchange for call routing and reporting. Omnichannel & Automation Development Build and support digital channels (chat, email, SMS, bots) in CXone. Implement virtual agents/chatbots and automation workflows. Enable AI/NLP-based solutions using tools like CXone Bot Builder, Dialogflow, or similar. System Configuration & Optimization Configure and optimize: o Skills and routing strategies o Agent scripting and workflows o Call handling logic Analyze call flows and optimize for: o First Call Resolution (FCR) o Call containment o Customer experience improvement Production Support & Troubleshooting Provide L2/L3 support for CXone issues related to call flows, integrations, and routing. Troubleshoot: o Call routing failures o API integration issues o Voice and latency issues Participate in release deployments, testing, and change management Experience with: o Dialer systems (ININ / outbound campaigns) o Call recording platforms (NICE Engage / Verint) o Workforce Engagement tools (WFM, QM) Exposure to: o Cloud platforms (Azure / AWS) o AI/ML integrations in contact center Certifications: o NICE CXone / CCNA / ITIL .
