CXone / IVA Implementation Engineer

CXone / IVA Implementation Engineer

Remote

12+Months

JD:

Key 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.

Team Collaboration

• Work effectively in a cross-functional and distributed team environment.
• Collaborate with developers, architects, business teams, and client stakeholders to ensure successful delivery.

 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.
• Excellent communication, documentation, and stakeholder management skills.
• Preferred
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.