Key Facts

Remote From:

Texas (USA)

Category: Implementation Engineer

Full time

Senior (5-10 years)

English

Hard Skills

Microsoft Dynamics CRM Webhooks Internal Documentation

Other Skills

•
Communication

Roles & Responsibilities

5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone
Hands-on experience with IVA design and CXone Studio
Strong understanding of RESTful APIs, webhooks, and integration patterns
NICE CXone certifications (e.g., CIP, IVA, Studio) preferred

Requirements:

Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions
Configure IVR, ACD, and routing strategies tailored to business needs
Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment
Monitor system performance and troubleshoot issues across IVA and integrations

Job description

Job Title CXone & IVA Implementation Specialist

Location Remote

Experience 8-10 years

Key Responsibilities:

CXone & IVA Implementation

Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
Configure IVR, ACD, and routing strategies tailored to business needs.
Develop and maintain omnichannel experiences (voice, chat, email, SMS).

System Integration

Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
Collaborate with IT and business teams to ensure secure and scalable integrations.
Support real-time and batch data exchange between CXone and backend systems.

Project Execution

Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
Create and maintain technical documentation and configuration guides.
Ensure compliance with security and data governance standards.

Support & Optimization

Monitor system performance and troubleshoot issues across IVA and integrations.
Continuously optimize call flows and routing logic based on analytics and feedback.
Provide training and support to internal teams on CXone features and best practices.

Qualifications:

5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.
Hands-on experience with IVA design, and CXone Studio.
Strong understanding of RESTful APIs, webhooks, and integration patterns.
NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.
Excellent communication, documentation, and stakeholder management skills.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.