Nice CXOne Support Engineer-6months Contract

We are seeking a skilled NICE CXone Engineer to design, implement, integrate, and support NICE CXone cloud contact center solutions. The engineer will play a key role in delivering scalable, secure, and high-performance omnichannel contact center capabilities aligned with business and customer experience goals.

Responsibilities

• Design, configure, and deploy NICE CXone contact center solutions.
• Configure business units, agents, skills, queues, and routing strategies.
• Build and manage IVR call flows using NICE CXone Studio.
• Implement omnichannel capabilities including voice, chat, email, and SMS.
• Ensure scalability, performance, security, and compliance of the CXone platform.
• Integrate NICE CXone with CRM systems such as Salesforce, Microsoft Dynamics, ServiceNow, or other enterprise applications.
• Develop and configure integrations using CXone APIs, REST APIs, and web services.
• Configure screen pops, agent workflows, and automation processes.
• Implement SSO and identity management using Azure AD, Okta, or similar platforms.
• Support middleware integrations using Azure, AWS, MuleSoft, or similar technologies.
• Configure NICE CXone reporting, analytics, and dashboards.
• Develop custom reports and operational KPIs.
• Support business intelligence integrations with tools such as Power BI or Tableau.
• Configure speech analytics and performance monitoring tools.
• Analyze contact center performance and recommend optimization improvements.
• Provide ongoing platform support, monitoring, and maintenance.
• Troubleshoot call flows, routing, integrations, and platform issues.
• Handle incident management, service requests, and user administration.
• Support system upgrades, enhancements, and configuration changes.
• Ensure platform availability, reliability, and operational efficiency.
• Work closely with business stakeholders, contact center teams, and IT teams.
• Participate in technical discussions, design reviews, and solution planning.
• Provide technical guidance and recommendations based on best practices.
• Support implementation, migration, and optimization initiatives.

Requirements

• 8+ years of experience.
• Hands-on experience with NICE CXone platform.
• NICE CXone Studio scripting and IVR configuration.
• ACD configuration and routing strategies.
• CXone APIs and integrations.
• REST APIs and web services.
• CRM integrations (Salesforce, Dynamics, ServiceNow, etc.).
• Omnichannel configuration (voice, chat, email, SMS).
• Contact center reporting and analytics.
• Identity management and SSO integration.

Preferred Skills

• Experience with cloud platforms such as Azure or AWS.
• Experience with reporting tools such as Power BI or Tableau.
• Knowledge of contact center KPIs and performance metrics.
• Experience with automation, scripting, or workflow tools.
• Understanding of cloud contact center architecture and best practices.

Employment Type: Contract