CXOne Solution Engineer - IVR/ACD

About the Role

We are seeking an experienced CXOne Solution Engineer to design, build, and support enterprise contact center solutions using NICE CXone. The role focuses on IVR/ACD development, automation, integrations, and operational excellence, supporting global contact center transformation initiatives.

Key Responsibilities

• Design, develop, and maintain NICE CXone IVR and ACD solutions.
• Create and optimize inbound/outbound call flows using CXone Studio scripting.
• Develop automation for contact center operations and service requests.
• Integrate CXone with enterprise platforms using REST/SOAP APIs, CRM systems, and web services.
• Support omnichannel routing, screen pops, SMS, WhatsApp, and customer engagement solutions.
• Troubleshoot and resolve complex call flow, integration, and platform issues.
• Collaborate with business and technology teams to deliver customer experience improvements.
• Establish contact center standards, documentation, monitoring, and support processes.

Required Skills & Experience

• 3+ years of experience in contact center, telephony, or cloud solution delivery.
• Strong expertise in NICE CXone (ACD, IVR, WFM, Studio Scripting).
• Experience designing contact center architectures, routing strategies, and call flows.
• Knowledge of RESTful APIs, SOAP services, system integrations, and object-oriented design.
• Experience with contact center platforms such as:
• -NICE CXone (InContact)
• -Genesys Cloud/PureCloud
• -Cisco Contact Center
• -Avaya Contact Center
• Understanding of SIP trunking, telephony infrastructure, voice routing, and telecommunications providers.
• Familiarity with Azure and/or AWS cloud platforms.
• Working knowledge of Agile, SDLC, and DevOps practices.
• Strong problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

• Experience integrating CXone with Microsoft Dynamics, Amelia, or CRM platforms.
• Exposure to omnichannel customer servicing environments.
• Relevant industry certifications in contact center, cloud, or collaboration technologies.

Ideal Candidate

A hands-on CXOne Solution Engineer with strong expertise in NICE CXone, IVR/ACD development, contact center integrations, cloud technologies, and automation, capable of delivering scalable and customer-focused communication solutions.