NICE CXone Script Developer

Job Summary

We are seeking a skilled NICE CXone Script Developer with expertise in designing, developing, enhancing, and supporting contact center applications using NICE CXone Studio. The candidate will be responsible for building IVR solutions, call routing strategies, omnichannel workflows, and API integrations to deliver seamless customer experiences across voice and digital channels.

Key Responsibilities

• Design, develop, and maintain IVR call flows using NICE CXone Studio.
• Create, enhance, and troubleshoot CXone scripts for Voice, Chat, Email, SMS, and Digital channels.
• Implement skills-based routing, priority routing, queue management, callbacks, and self-service applications.
• Integrate NICE CXone with external applications, CRM systems (Salesforce, Dynamics 365), and REST APIs.
• Translate business requirements into technical design documents and implementation solutions.
• Perform unit testing, debugging, deployment, and production support for CXone applications.
• Develop omnichannel routing solutions and customer journey enhancements.
• Configure agents, skills, teams, hours of operation, campaigns, reporting, and administration settings.
• Collaborate with business analysts, architects, QA teams, and client stakeholders.
• Participate in incident management and troubleshooting activities for production environments.

Required Skills

• 5+ years of NICE CXone experience.
• Strong experience with NICE CXone Studio scripting.
• Hands-on experience with:
• IVR Development
• Call Routing
• ACD Configuration
• Omnichannel Routing
• Skills & Queue Management
• Digital Engagement
• Outbound Dialers (Proactive XS, Personal Connection)
• Experience with REST APIs, Web Services, JSON, and third-party integrations.
• Experience with scripting
• Strong troubleshooting and debugging skills.
• Excellent communication and stakeholder management skills.

Work arrangement: Hybrid

Office Location: Taguig

Shift schedule: 1:30PM - 11:30PM PHT

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