Key responsibilities include designing and implementing call flows using NICE CXone Studio, developing and enhancing skill-based routing, IVR logic, and omnichannel workflows, integrating NLU platforms with IVR and agent assist solutions, monitoring and troubleshooting call quality, latency, and routing issues, performing log analysis and supporting incident resolution for telephony and communication infrastructure, automating tasks and workflows using RESTful APIs and RPA tools, and analysing call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms.

The ideal candidate will have strong expertise in NICE CXone platform, proficiency in NICE Studio scripting and complex call flow development, experience with NLU/conversational AI platforms, strong knowledge of SIP, VoIP, WebRTC, and overall telephony architecture, familiarity with OAuth, OpenID Connect, and secure API practices, experience with RPA tools, strong analytical and problem-solving skills, and experience with BI tools and SQL for data analysis.

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