Job Title
Nice - Consultant
Role Summary
Design, configure, and extend the NICE CXone cloud contact Center platform, building omnichannel routing, IVR/IVA experiences, and integrations with CRM and enterprise systems. Deliver secure, scalable solutions and support production operations across voice and digital channels.
Key responsibilities
Configure and enhance
CXone ACD
: skills, queues, routing strategies, priorities, agent profiles, and business rules.
Build and maintain
IVR/call flows
(voice and digital) using CXone scripting/tools (as applicable) and best practices for containment and handoff to agents.
Develop
integrations
using
CXone APIs
(REST) for customer lookup, case creation, call/activity logging, dispositioning, callbacks, and workflow automation.
Implement
CRM/CTI
capabilities (screen pops, click-to-dial, interaction logging) with platforms like
Salesforce
or
Dynamics 365
.
Support
digital channels
(chat, SMS, email, social) routing and configuration where used.
Configure and maintain
reporting/analytics
: interaction data extracts, KPI dashboards, and reconciliation with source-of-truth systems.
Troubleshoot and resolve issues across routing, agent desktop behavior, integrations, and data flows; perform root-cause analysis and prevention.
Ensure solutions meet
security, privacy, and compliance
requirements (PII/PCI handling, access controls, auditability).
Produce technical documentation: design specs, configuration inventories, test plans, deployment/runbooks, and operational handover.
Collaborate in Agile delivery: estimation, sprint execution, UAT support, and release management.
Required qualifications (must-have)
3+ years in contact center engineering/development with 1–2+ years hands-on with
NICE CXone (inContact)
.
Strong experience with
ACD/routing configuration
(skills, queues, priorities, SLAs, overflow/after-hours, callbacks).
Hands-on experience with
CXone REST APIs
and integration patterns (auth, retries, error handling, logging, observability).
Proficiency in at least one integration language (e.g.,
JavaScript/TypeScript, Python, Java, C#
) and solid JSON/data mapping.
Experience implementing
CRM/CTI integrations
(screen pop, click-to-dial, interaction logging, dispositions).
Working knowledge of
telephony fundamentals
(SIP/PSTN concepts, call flows, DTMF) sufficient for troubleshooting with voice/network teams.
Strong debugging skills and ability to translate business requirements into technical designs.
Preferred qualifications (nice-to-have)
NICE CXone certifications (or comparable CCaaS certifications).
Experience with
WFM/QM/analytics
modules (if in scope), speech analytics, or conversational AI/IVA tools.
Experience with
SSO/SAML
, role-based access control, and enterprise identity patterns.
Data/BI skills: SQL and dashboarding tools (Power BI/Tableau).
Experience in regulated environments (PCI, HIPAA, SOX) and secure SDLC.
Typical deliverables
Routing/IVR designs and builds, integration services, data extracts/reporting layers, monitoring/alerting, deployment plans, and production runbooks.
