The role
Job description
JD 1: NICE CXone Studio, IVR & Routing Engineer (L3)
Headcount
Allocation
Experience
Reports to
Shift
3
100% each
6–10 years in contact-centre technology, 3+ hands-on with CXone Studio
NICE CXone Technical Lead
Split across day and evening shifts; on-call rotation
Purpose: builds, changes and fixes the Studio scripts, IVR flows and routing that every customer call passes through. This is the largest group in the NICE pod.
What you will do – technical
• Build and change Studio scripts for IVR menus, call flows, callbacks, holiday and emergency messages, and data dips.
• Configure ACD settings: skills, queues, routing rules, points of contact, hours of operation, dispositions and agent states.
• Call external systems from Studio (REST APIs, Salesforce lookups) with proper error handling and timeouts.
• Reuse shared modules and snippets instead of copying code, following the lead's standards.
• Move changes through dev, test and production with version notes and a rollback copy.
• Troubleshoot L2/L3 incidents: read script traces and logs, recreate the fault and fix it.
• Raise NICE support cases with full evidence when the cause is on the NICE side.
What you will do – functional and service
• Take requests from the customer-care team, ask the right questions and confirm what "done" looks like.
• Estimate effort and flag risk before starting work.
• Write test cases with the NICE Test Engineer and attach evidence to every change.
• Update the script catalogue and runbooks after each change.
• Join the P1 bridge when calls are failing, and give clear updates.
Must have
• Strong hands-on CXone Studio scripting, including variables, branching, loops, subscripts, REST calls and error paths.
• Good ACD and routing knowledge.
• Has supported a live, high-volume CXone production environment.
• Can read a call trace and explain why a call went where it did.
Good to have
• JavaScript or basic scripting for data handling.
• IVR speech or DTMF tuning.
• Basic SIP and telephony fault finding.
• Exposure to the CXone agent inside Salesforce.
Certifications
• Required for at least 2 of the 3 engineers: NCIE – NICE Certified Implementation Engineer – CXone Mpower ACD/IVR.
• Third engineer: must earn it within 90 days of joining.
• Preferred: ITIL 4 Foundation.
How we measure success
• Changes delivered on time with first-time-right quality (no rework after client testing).
• Incidents resolved within SLA.
• Every script changed has updated documentation.
JD 2: NICE CXone WEM Engineer – QM & WFM (L2/L3)
Headcount
Allocation
Experience
Reports to
Shift
1 (may grow to 2)
100%
5–8 years, 3+ on NICE WEM tools
NICE CXone Technical Lead
Day shift, with some US overlap for planner requests
Purpose: keeps Quality Management and Workforce Management working for the client's supervisors, QA analysts and WFM planners.
What you will do – technical
• Administer QM and QM Advanced: evaluation forms, scoring, workflows, recording rules, retention and user access.
• Support the Citrix-installed screen-recording client with the Integration Engineer (capture problems, playback, missing screens).
• Administer WFM: users, skills mapping, activity codes, schedule rules, data feeds from ACD, and adherence settings.
• Troubleshoot missing recordings, wrong evaluations, schedule sync errors and adherence data gaps.
• Test QM and WFM after every NICE update and after any ACD skill or routing change that feeds them.
• Raise and track NICE support cases for WEM issues.
What you will do – functional and service
• Work with QA analysts and WFM planners to understand needs and turn them into configuration.
• Explain what the tools can and cannot do, and suggest simpler ways to reach the same goal.
• If the client includes it in scope: support forecasting, schedule creation and intraday changes.
• Keep how-to guides for supervisors and planners up to date.
Must have
• Hands-on CXone QM and WFM administration in production (or the earlier NICE WEM versions with CXone exposure).
• Clear grasp of how ACD data drives WFM forecasts and adherence.
• Understanding of recording, retention and privacy rules for call recordings.
Good to have
• CXone Interaction Analytics or Feedback Management.
• Real WFM planning experience (forecasting, scheduling, intraday).
• Citrix and Windows desktop troubleshooting basics.
Certifications
• Preferred: NICE Academy certification for CXone Mpower WFM and/or QM.
• Preferred: ITIL 4 Foundation.
How we measure success
• No lost recordings or evaluations caused by configuration.
• WFM data feeds and schedules available on time every day.
• Requests from QA and WFM teams closed within SLA.