Contact Center Specialist
Core
Design, develop, and troubleshoot enterprise contact center solutions using NICE inContact/CXone Studio, focusing on IVR, advanced routing, and conversational AI.
Role type
Senior individual contributor Contact Center Engineer (NICE CXone)
Builds
IVR workflows, advanced call-routing logic, and conversational AI experiences (voicebots, chatbots, AI-assisted routing)
Domain
Customer Engagement / Contact Center Technology
Deliverable
production ML models | product features
Required skills
NICE CXone Studio development, IVR workflow design, advanced call routing, REST API integration, conversational AI design, system troubleshooting, technical documentation, Agile delivery
Preferred skills
Deep expertise in both API integrations and conversational AI, experience with CRM platforms (Salesforce, Dynamics), CI/CD practices, cloud platforms (AWS, Azure)
Technologies
NICE inContact, CXone Studio, REST APIs, JSON, CTI, Salesforce, Microsoft Dynamics, AWS, Azure
Responsibilities
Design and maintain NICE CXone Studio scripts and call flows; integrate workflows with backend systems and APIs; develop and support conversational AI solutions; troubleshoot production issues and monitor system performance; provide Tier 3 support and act as a subject matter expert; collaborate with stakeholders to translate business needs into technical solutions.
Seniority
Senior, hands-on IC
