CXOne DFO Engineer

CXOne DFO Engineer (NICE CXone)

Location: Kuala Lumpur, Malaysia
Salary: Up to RM 14,000 per month
Job Type: Contract (1 year, extendable for up to 2 additional years)

Role Overview

We are looking for an experienced CXOne DFO Engineer to join a global engineering team supporting digital contact center solutions.

In this role, you will be responsible for designing, developing, implementing, and maintaining NICE CXone Digital First Omnichannel (DFO) solutions. You will work on digital channel workflows, system integrations, and operational automation to enhance customer experience and improve service efficiency.

The ideal candidate has hands-on experience with NICE CXone Studio, digital contact center technologies, API integrations, and technical troubleshooting in enterprise environments.

Key Responsibilities

• Design, develop, configure, and maintain NICE CXone DFO workflows and digital channel solutions.
• Support digital channels including live chat, SMS, email, social messaging, and chatbots.
• Develop and maintain integrations between NICE CXone and external enterprise systems using RESTful or SOAP APIs.
• Troubleshoot complex contact center issues, integration failures, and digital workflow incidents.
• Implement automation to streamline operational processes, service changes, and deployment activities.
• Collaborate with business stakeholders and technical teams to identify requirements and deliver system enhancements.
• Support contact center architecture, technical documentation, and standardization initiatives.
• Apply Agile and DevOps practices to improve deployment efficiency and operational reliability.
• Support NICE CXone implementations involving ACD, IVR, WFM, and integrations with external platforms.

Requirements

• Minimum 3 years of experience in a technical or service-oriented role within software, telecommunications, or contact center environments.
• Minimum 1 year of hands-on experience with NICE CXone Studio.
• Practical experience with NICE CXone DFO and digital channels such as chat, SMS, email, social messaging, or chatbots.
• Strong understanding of contact center solutions, workflows, and technical troubleshooting.
• Experience with RESTful or SOAP APIs and system integration.
• Knowledge of contact center technologies such as ACD, IVR, and WFM.
• Experience integrating NICE CXone with external platforms such as Microsoft Dynamics or Amelia is an advantage.
• Understanding of cloud technologies, such as Microsoft Azure or AWS, is an advantage.
• Familiarity with Agile methodologies, SDLC, and DevOps practices is preferred.
• Strong analytical, problem-solving, communication, and collaboration skills.
• Ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
• A bachelor's degree or equivalent practical experience is preferred.

Work Location: In person