CXone & IVA Implementation-NICE Cxone

CXone & IVA Implementation-NICE Cxone

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Qualifications

• 5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.
• Hands-on experience with IVA design, and CXone Studio.
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• Excellent communication, documentation, and stakeholder management skills.
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• Total Experience- 5+ years
• Location - PAN India
• Shift timings - from 3.30pm IST/ rotational
• Deliver
• No. Performance Parameter Measure 1. Continuous technical project management & delivery Adoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created 2. Client Centricity No. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation 3. Capability Building & Team Management % trained on new age skills, Team attrition %, Number of webinars conducted (internal/external)
• Nice Cxone Contact Center Admin.
• 5-8 Years.
• Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
• CXone & IVA Implementation
• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• System Integration
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Project Execution
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.
• Support & Optimization
• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.

Preferred Qualifications

• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.

Responsibilities

• CXone & IVA Implementation
• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• System Integration
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Project Execution
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.
• Support & Optimization
• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.