NICE CXone Engineer

About Sunware Technologies

Sunware Technologies drives innovation and supports business growth through advanced software solutions. Specializing in product engineering and leveraging data analytics and AI, they empower sectors like banking, healthcare, and manufacturing to achieve enhanced efficiency and customer experience. Emphasizing a human-centric approach, they focus on collaboration, tailored solutions, and a culture that promotes personal growth and teamwork.

Role & Responsibilities

• Design, develop, and upgrade IVR call flows and customer interaction pathways using NICE CXone.
• Configure and manage cloud-hosted contact center platforms.
• Develop and sustain API integrations linking NICE CXone with backend enterprise systems.
• Work closely with business teams, developers, QA, and infrastructure units to introduce features and improvements.
• Plan, test, release, and support software deployments.
• Diagnose and resolve production issues collaborating with various teams to meet resolution deadlines.
• Monitor support tickets, provide expert technical advice, and maintain high availability of services.
• Serve as a Subject Matter Expert for NICE CXone, guiding teammates and shaping best practices.

Preferred Candidate Profile

• A minimum of 5 years’ experience with NICE CXone or NICE inContact contact center technologies.
• Proficiency in designing IVR systems and configuring call flows.
• Strong expertise in REST API integrations with backend applications.
• Experience with JavaScript or scripting within specific platforms.
• Familiarity with cloud technologies including SaaS, PaaS, and IaaS, along with virtualized environments.
• Knowledge of telephony systems and customer experience technology in contact centers.
• Excellent analytical, troubleshooting, and problem-solving capabilities.
• Effective communication skills and experience collaborating with cross-functional groups.

Eligibility

Applications are welcome from any graduate.