CXone & IVA Implementation-NICE Cxone
Wipro · Hyderabad
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.CXone & IVA Implementation-NICE Cxone
Total Experience- 5+ years
Location- PAN India
Shift timings- from 3.30pm IST/ rotational
Key Responsibilities:
CXone & IVA Implementation
• 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).
System Integration
• 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.
Qualifications:
• 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.
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Total Experience- 5+ years
Location- PAN India
Shift timings- from 3.30pm IST/ rotational
Key Responsibilities:
CXone & IVA Implementation
• 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).
System Integration
• 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.
Qualifications:
• 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.
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Deliver
| No. | Performance Parameter | Measure |
| 1. | Continuous technical project management & delivery | Adoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created |
| 2. | Client Centricity | No. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation |
| 3. | Capability Building & Team Management | % trained on new age skills, Team attrition %, Number of webinars conducted (internal/external) |