Job Title

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 yearsLocation: Bangalore / Pune / Hyderabad Key Responsibilities :Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM componentsDevelop and enhance skill-based routing, IVR logic, and omnichannel workflowsIntegrate NLU platforms with IVR and agent assist solutions to enable conversational AIMonitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic toolsPerform log analysis and support incident resolution for telephony and communication infrastructureAutomate tasks and workflows using RESTful APIs and RPA toolsAnalyze call performance data, containment rates, and agent metrics using NICE reporting tools and BI platforms (Power BI, Tableau)Ensure compliance with industry security and privacy regulations (PCI-DSS, HIPAA, GDPR)Required Skills & Experience:Strong expertise in NICE CXone platform: ACD, IVR, Studio, WEM, QMProficiency in NICE Studio scripting and complex call flow developmentExperience with NLU / conversational AI platforms (Dialogflow, Lex, LUIS)Strong knowledge of SIP, VoIP, WebRTC, and overall telephony architectureFamiliarity with OAuth, OpenID Connect, and secure API practicesExperience with RPA tools such as UiPath or Automation AnywhereStrong analytical and problem‑solving skillsExperience with BI tools and SQL for data analysis