Hyderabad CXone & IVA Implementation NICE Cxone IND 500032

Job description

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 Notice- Immediate to 30 days 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. ͏ Total Experience- 5+ years Location - PAN India Notice- Immediate to 30 days 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. ͏ Gathering of requirements-Assist in conducting workshops and discussions with client stakeholders to gather business process requirements. Coding and Configuration-"Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components. ͏ Testing and Trial Runs-"Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions. Implementation-Participate in implementation of software application and its integration with other systems to ensure stability. Maintain Documentation-Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code. ͏ Stakeholder Collaboration-Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards. Mandatory Skills: Nice Cxone Contact Center Admin . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news ">Register > Join Us Explore open roles that match your interests and skills ">Search Jobs > If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity. Wipro.com Explore All Jobs Privacy policy Terms of use Fraud Awareness Wipro Locations Cookie Consent Manager Opens in a new tab. Opens in a new tab. Opens in a new tab. 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