Contact Center Engineer

Case Law Reporter

Not specified
Nice cxone studio scripting experience
Ivr system design and optimization
Rest api integration with external systems
Case Law Reporter is seeking a skilled NICE CXone Engineer with expertise in studio scripting to design and maintain contact center call flows. The ideal candidate will have a strong background in IVR solutions, system integration, and contact center operations. This role offers a collaborative environment focused on enhancing customer interaction experiences

Job Summary

  • This role is responsible for designing, building, and maintaining NICE CXone Studio scripts to create efficient inbound and outbound contact flows.
  • The engineer will integrate the contact center platform with external systems like CRMs using REST APIs and ensure high availability across voice and digital channels.
  • Candidates must possess strong troubleshooting skills to resolve complex call flow issues and collaborate with stakeholders to translate business requirements into technical solutions.

Matching Summary

Match Score: 85

Case Law Reporter is seeking a skilled NICE CXone Engineer with expertise in studio scripting to design and maintain contact center call flows. The ideal candidate will have a strong background in IVR solutions, system integration, and contact center operations. This role offers a collaborative environment focused on enhancing customer interaction experiences.

Skills & Requirements

Must-have

  • NICE CXone Studio scripting experience
  • IVR system design and optimization
  • REST API integration with external systems
  • Skills-based routing implementation
  • Troubleshooting and debugging call flows

Nice-to-have

  • Experience with Salesforce or Zendesk integrations
  • Knowledge of JavaScript or similar languages
  • Familiarity with WFM and Analytics modules
  • Support for omnichannel environments
  • Proactive ownership of production issues

Key Requirements

  • Bachelor's Degree in IT-related field
  • 2 to 3 years hands-on experience with NICE CXone Studio
  • Strong knowledge of ACD and IVR operations

Work Rights

Not specified

Tailored Resume

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