Find your next job. Start today.

Direct from employer

Track Manager (Support & Operations)

Date Posted: Oct 20, 2026
Apply on company website

Job Detail

  • location_on
    Location Chennai, Tamil Nadu, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 06, 2026
Email to Friend Add to Favourite Report Abuse

Job Description

Job Summary

Role Title: NICE CXone Configuration Specialist / Platform Engineer

Role Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

 

Key Responsibilities

Platform Configuration & Administration

  • Configure and manage CXone environments, including users, roles, permissions, skills, and teams
  • Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

  • Design, develop, and optimize complex IVR call flows using NICE CXone Studio
  • Implement reusable, scalable scripting frameworks and troubleshoot script logic issues

Omnichannel Routing

  • Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
  • Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

  • Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
  • Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

  • Monitor system performance, troubleshoot routing failures, and resolve production issues
  • Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

  • Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

 

Mandatory Requirements (Must-Have)

  • NICE CXone Expertise:
    3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
  • Scripting & Development:
    Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs
  • Contact Center Technologies:
    Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
  • CRM & Integration Experience:
    Proven experience integrating CXone with enterprise CRM platforms and external systems
  • Troubleshooting & Optimization:
    Demonstrated ability to diagnose complex routing, scripting, and system performance issues
  • Analytical & Communication Skills:
    Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

 

Preferred Qualifications (Nice-to-Have)

  • Certifications:
    NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
  • Education:
    Bachelor’s degree in Computer Science, Information Technology, or a related field
  • AI & Automation Experience:
    Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms
  • Advanced CXone Capabilities:
    Experience with CXone WFM, QM, Analytics, and Enlighten AI
  • Cloud & Architecture Exposure:
    Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns

 

Typical Job Titles

  • NICE CXone Administrator
  • NICE CXone Developer
  • Contact Center Engineer (NICE Specialist)
  • NICE CXone Implementation Consultant
  • CXone Platform Engineer

 

 

Key Responsibilities

Role Title: NICE CXone Configuration Specialist / Platform Engineer

Role Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

 

Key Responsibilities

Platform Configuration & Administration

  • Configure and manage CXone environments, including users, roles, permissions, skills, and teams
  • Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

  • Design, develop, and optimize complex IVR call flows using NICE CXone Studio
  • Implement reusable, scalable scripting frameworks and troubleshoot script logic issues

Omnichannel Routing

  • Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
  • Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

  • Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
  • Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

  • Monitor system performance, troubleshoot routing failures, and resolve production issues
  • Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

  • Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

 

Mandatory Requirements (Must-Have)

  • NICE CXone Expertise:
    3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
  • Scripting & Development:
    Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs
  • Contact Center Technologies:
    Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
  • CRM & Integration Experience:
    Proven experience integrating CXone with enterprise CRM platforms and external systems
  • Troubleshooting & Optimization:
    Demonstrated ability to diagnose complex routing, scripting, and system performance issues
  • Analytical & Communication Skills:
    Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

 

Preferred Qualifications (Nice-to-Have)

  • Certifications:
    NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
  • Education:
    Bachelor’s degree in Computer Science, Information Technology, or a related field
  • AI & Automation Experience:
    Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms
  • Advanced CXone Capabilities:
    Experience with CXone WFM, QM, Analytics, and Enlighten AI
  • Cloud & Architecture Exposure:
    Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns

 

Typical Job Titles

  • NICE CXone Administrator
  • NICE CXone Developer
  • Contact Center Engineer (NICE Specialist)
  • NICE CXone Implementation Consultant
  • CXone Platform Engineer

 

 

Skill Requirements

Role Title: NICE CXone Configuration Specialist / Platform Engineer

Role Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

 

Key Responsibilities

Platform Configuration & Administration

  • Configure and manage CXone environments, including users, roles, permissions, skills, and teams
  • Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

  • Design, develop, and optimize complex IVR call flows using NICE CXone Studio
  • Implement reusable, scalable scripting frameworks and troubleshoot script logic issues

Omnichannel Routing

  • Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
  • Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

  • Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
  • Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

  • Monitor system performance, troubleshoot routing failures, and resolve production issues
  • Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

  • Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

 

Mandatory Requirements (Must-Have)

  • NICE CXone Expertise:
    3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
  • Scripting & Development:
    Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs
  • Contact Center Technologies:
    Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
  • CRM & Integration Experience:
    Proven experience integrating CXone with enterprise CRM platforms and external systems
  • Troubleshooting & Optimization:
    Demonstrated ability to diagnose complex routing, scripting, and system performance issues
  • Analytical & Communication Skills:
    Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

 

Preferred Qualifications (Nice-to-Have)

  • Certifications:
    NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
  • Education:
    Bachelor’s degree in Computer Science, Information Technology, or a related field
  • AI & Automation Experience:
    Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms
  • Advanced CXone Capabilities:
    Experience with CXone WFM, QM, Analytics, and Enlighten AI
  • Cloud & Architecture Exposure:
    Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns

 

Typical Job Titles

  • NICE CXone Administrator
  • NICE CXone Developer
  • Contact Center Engineer (NICE Specialist)
  • NICE CXone Implementation Consultant
  • CXone Platform Engineer

 

 

Other Requirements

Role Title: NICE CXone Configuration Specialist / Platform Engineer

Role Summary

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations.

The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions.

 

Key Responsibilities

Platform Configuration & Administration

  • Configure and manage CXone environments, including users, roles, permissions, skills, and teams
  • Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules

IVR Design & Scripting

  • Design, develop, and optimize complex IVR call flows using NICE CXone Studio
  • Implement reusable, scalable scripting frameworks and troubleshoot script logic issues

Omnichannel Routing

  • Configure and optimize routing strategies across voice, email, chat, SMS, and social channels
  • Ensure consistent and efficient customer journey experiences across all touchpoints

CRM & System Integration

  • Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365
  • Enable screen pops, data dips, and API-driven workflows using RESTful services

Performance Optimization & Support

  • Monitor system performance, troubleshoot routing failures, and resolve production issues
  • Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience

WFM & QM Support

  • Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives

 

Mandatory Requirements (Must-Have)

  • NICE CXone Expertise:
    3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules
  • Scripting & Development:
    Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs
  • Contact Center Technologies:
    Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks
  • CRM & Integration Experience:
    Proven experience integrating CXone with enterprise CRM platforms and external systems
  • Troubleshooting & Optimization:
    Demonstrated ability to diagnose complex routing, scripting, and system performance issues
  • Analytical & Communication Skills:
    Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders

 

Preferred Qualifications (Nice-to-Have)

  • Certifications:
    NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist
  • Education:
    Bachelor’s degree in Computer Science, Information Technology, or a related field
  • AI & Automation Experience:
    Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms
  • Advanced CXone Capabilities:
    Experience with CXone WFM, QM, Analytics, and Enlighten AI
  • Cloud & Architecture Exposure:
    Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns

 

Typical Job Titles

  • NICE CXone Administrator
  • NICE CXone Developer
  • Contact Center Engineer (NICE Specialist)
  • NICE CXone Implementation Consultant
  • CXone Platform Engineer

 

 

Source: HCLTech careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

HCLTech
HCLTech · Noida, Uttar Pradesh, India
4,246 open roles

HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More

Related Jobs

One upload, every employer

Let the right employer find you

Upload your CV once — we read it, build your profile and put you in front of every employer hiring on Kaam Ki Khoj. No forms, no fees.

Upload your CV Browse jobs