Senior Engineer, NICE CXone

Information Technology Bangalore, India

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Description

 Enphase Energy is a global energy technology company and a leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, our innovative microinverter technology revolutionized solar power, making it a safer, more reliable, and scalable energy source. Today, the Enphase Energy System enables users to make, use, save, and sell their own power. Enphase is also one of the most successful and innovative clean energy companies in the world, with more than 80 million products shipped across 160 countries. 
  
Join our dynamic teams designing and developing next-gen energy technologies and help drive a sustainable future!
This role at Enphase requires working onsite 3 days a week, with plans to transition back to a full 5 day in office schedule over time.
 
About the Role
Join Enphase Energy as a Senior Engineer specializing in NICE CXone, where you will design, implement, and optimize modern contact center solutions. This role focuses on enhancing customer experience through dialer, IVR, and AI-powered capabilities, while building scalable integrations with enterprise systems like Salesforce. You will play a key role in driving innovation, automation, and operational efficiency across inbound and outbound contact center environments.
 
What You Will Be Doing
  • Design, configure, and support NICE CXone Dialer campaigns (Predictive, Progressive, Preview, Agentless)
  • Develop and enhance IVR workflows using NICE CXone Studio for self-service and intelligent routing
  • Manage skills, queues, and routing strategies to optimize contact center operations
  • Build and maintain integrations with Salesforce and enterprise systems (APIs, CTI, workflows)
  • Configure and support AI capabilities such as Agent Assist, Interaction Analytics, and intelligent routing
  • Monitor system performance, troubleshoot issues, and ensure high availability of contact center services
  • Analyze KPIs and recommend automation and performance improvements to enhance CX and agent productivity
 
Who You Are & What You Bring
  • 3+ years of hands-on experience in NICE CXone administration, Dialer, and IVR development
  • Strong expertise in Salesforce integration, CTI, and API-based integrations (REST/SOAP)
  • Solid understanding of ACD, routing strategies, and contact center technologies
  • Experience with AI-driven CX capabilities (Copilot, analytics, virtual agents) is a plus
  • Exposure to cloud contact center solutions, middleware (e.g., Boomi), and omnichannel platforms
  • Strong troubleshooting, analytical, and problem-solving skills
  • Excellent communication skills with the ability to collaborate with business and technical stakeholders
 

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