Job Description
Capgemini is looking for experienced NICE CXone professionals with strong expertise in call flow design, Studio scripting, and NLU integrations. The ideal candidate should have a solid understanding of telephony protocols, omnichannel contact center solutions, and automation capabilities across the NICE CXone ecosystem.
Experience : 4years to 8 years
Key Responsibilities :
- Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
- Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
- Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
- Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
- Perform log analysis and support incident resolution for telephony and communicatio...