Key skills
RPASQLTableauVoIPAIBIPower BIOAuthRESTfulCommunication
About this role
Role Overview
- Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
- Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
- Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
- Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
- Perform log analysis and support incident resolution for telephony and communication infrastructure
- Automate tasks and workflows using RESTful APIs and RPA tools
- Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
- 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
Tech Stack
- RPA
- SQL
- Tableau
- VoIP
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development