CXone & IVA Implementation SpecialistLocation

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.

5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone. Hands-on experience with IVA design, and CXone Studio. Strong understanding of RESTful APIs, webhooks, and integration patterns. NICE CXone certifications (e.g., CIP, IVA, Studio) preferred. Excellent communication, documentation, and stakeholder management skills. 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).