NICE CXone Engineer

Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.Experience : 4years to 8 yearsKey Responsibilities :Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM componentsDevelop and enhance skill-based routing, IVR logic, and omnichannel workflowsIntegrate NLU platforms with IVR and agent assist solutions to enable conversational AIMonitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic toolsPerform log analysis and support incident resolution for telephony and communication infrastructureAutomate tasks and workflows using RESTful APIs and RPA toolsAnalyze 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)RequirementsStrong expertise in NICE CXone platform: ACD, IVR, Studio, WEM, QMProficiency in NICE Studio scripting and complex call flow developmentExperience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architectureFamiliarity with OAuth, OpenID Connect, and secure API practicesExperience with RPA tools such as UiPath or Automation AnywhereStrong analytical and problem‑solving skillsExperience with BI tools and SQL for data analysisBenefitsCompetitive compensation and benefits package: 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 Note: Benefits differ based on employee level.About CapgeminiCapgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.https://www.capgemini.com/us-en/about-us/who-we-are/

Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.

Experience : 4years to 8 years

Key Responsibilities :

1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
2. Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
3. Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
4. Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
5. Perform log analysis and support incident resolution for telephony and communication infrastructure
6. Automate tasks and workflows using RESTful APIs and RPA tools
7. Analyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)
8. 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

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

Get the future you want At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.

Get the future you want

At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.

Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.

It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.