NICE CXone

Capgemini

4 - 9 years

15 - 30 Lacs

hyderabad pune bengaluru

Posted:8 hours ago| Platform:

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Skills Required

nice studio voip sip nlu integration webrtc

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Skills:

NICE CXone (ACD, IVR, Studio, WEM, QM)
NICE Studio scripting & call flow design
NLU integration (Dialogflow, Lex, LUIS)
Telephony protocols (SIP, VoIP, WebRTC)

Good to Have:

Experience with omnichannel contact center solutions
Familiarity with Co-Pilot and Autopilot features
Exposure to cloud platforms (AWS, Azure)
Knowledge of customer sentiment analysis

Key Responsibilities:

Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
Develop and maintain skill-based routing, IVR logic, and omnichannel workflows
Integrate NLU platforms with IVR and agent assist tools to enable conversational AI capabilities
Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and third-party tools
Perform log analysis and incident response for telephony and communication infrastructure
Automate tasks and workflows using RESTful APIs and RPA tools
Analyze call data, containment rates, and agent performance using NICE reporting tools and BI platforms (e.g., Power BI, Tableau)
Ensure compliance with security and privacy standards (e.g., PCI-DSS, HIPAA, GDPR)

Required Skills:

Deep knowledge of NICE CXone platform (ACD, IVR, Studio, WEM, QM)
Proficiency in NICE Studio scripting and call flow development
Experience with NLU platforms (e.g., Dialogflow, Lex, LUIS) and AI integration
Strong understanding of SIP, VoIP, WebRTC, and telephony protocols
Familiarity with OAuth, OpenID Connect, and secure API practices
Experience with RPA tools (e.g., UiPath, Automation Anywhere)
Strong analytical skills and experience with BI tools and SQL

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