NICE CXone Contact Center Engineer

NICE CXone Engineer

Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.

Experience : 4years to 8 years

Key Responsibilities :

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
2. Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
4. Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
5. Perform log analysis and support incident resolution for telephony and communication infrastructure
6. Automate tasks and workflows using RESTful APIs and RPA tools
7. Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
8. Ensure compliance with industry security and privacy regulations (PCI-DSS, HIPAA, GDPR)

Requirements

• Strong expertise in NICE CXone platform: ACD, IVR, Studio, WEM, QM
• Proficiency in NICE Studio scripting and complex call flow development
• Experience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)
• Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture
• Familiarity with OAuth, OpenID Connect, and secure API practices
• Experience with RPA tools such as UiPath or Automation Anywhere
• Strong analytical and problem‑solving skills
• Experience with BI tools and SQL for data analysis

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

Experience Level

Mid Level