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

Location: Bangalore / Pune / Hyderabad

Key Responsibilities :

  1. Design and implement call flows using NICE CXone Studio, including ACD, IVR, WEM, and QM components
  2. Develop and enhance skill-based routing, IVR logic, and omnichannel workflows
  3. Integrate NLU platforms with IVR and agent assist solutions to enable conversational AI
  4. Monitor and troubleshoot call quality, latency, and routing issues using NICE dashboards and 3rd‑party diagnostic tools
  5. Perform log analysis and sup...

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