Salesforce Developer with NICE CXone
Posted 2 days ago by 1762335400
Negotiable
Outside
Remote
USA
Summary: The role of Salesforce Developer with NICE CXone involves designing, configuring, and optimizing contact center solutions on the NICE CXone platform. The position requires leading migration efforts from Cisco platforms to NICE CXone, integrating with Salesforce CRM, and optimizing call flows for enhanced customer experience. Additionally, the developer will provide technical support and troubleshoot issues related to system configurations and integrations. The focus is on leveraging AI and automation to improve operational effectiveness and customer satisfaction.
Key Responsibilities:
- Design, configure, and optimize contact center solutions on the NICE CXone platform.
- Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools.
- Lead and support the migration process from existing Cisco platforms to NICE CXone.
- Integrate NICE CXone with Salesforce CRM and other enterprise systems.
- Design and build ACD and IVR call flows to improve routing efficiency.
- Provide technical support for the NICE CXone platform and troubleshoot issues.
- Utilize NICE CXone APIs and integration frameworks for automated workflows.
- Implement AI-assisted virtual agents and intelligent call routing.
Key Skills:
- Experience with NICE CXone platform configuration and design.
- Proficiency in Salesforce CRM integration.
- Knowledge of ACD and IVR systems.
- Strong troubleshooting and technical support skills.
- Familiarity with API-based integrations and automation.
- Ability to leverage AI and analytics for performance improvement.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
1. CCaaS Platform Configuration & Design
Design, configure, and optimize contact center solutions on the NICE CXone platform to meet business needs.
Set up and manage agent profiles, call routing strategies, IVR systems, queues, and reporting tools on NICE CXone.
Customize platform features for improved efficiency, customer satisfaction, and operational effectiveness.
Leverage AI-based routing, real-time analytics, and automation features to enhance agent performance and customer experience.
Utilize NICE CXone APIs and integration frameworks to build automated workflows and data exchanges with external systems.
2. Migration & Integration Support
Lead and support the migration process from existing Cisco platforms to NICE CXone, ensuring minimal disruption and a seamless transition.
Work with cross-functional teams to integrate NICE CXone with Salesforce CRM, ensuring data synchronization, customer case management, and enhanced reporting capabilities.
Collaborate on API-based integrations between NICE CXone and enterprise systems (CRM, ERP, WFM, or analytics platforms) to improve automation and data visibility.
3. Call Flow Optimization
Design and build ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) call flows on the NICE CXone platform to improve routing efficiency and customer experience.
Continuously optimize existing call flows for improved performance, reduced wait times, and better overall customer service.
Implement AI-assisted virtual agents, sentiment analysis, and intelligent call routing to deliver smarter and more adaptive customer journeys.
Automate repetitive routing logic and reporting tasks through scripting and API-triggered workflows.
4. Technical Support & Troubleshooting
Provide technical support for the NICE CXone platform, addressing issues related to system configurations, integrations, and call flow designs.
Troubleshoot and resolve technical issues in real-time, collaborating with internal teams and vendors as needed.
Utilize system diagnostics, API logs, and AI-driven monitoring tools to proactively identify and remediate configuration or performance issues.