Position Overview
We are seeking a highly technical specialist to design, build, and support advanced outbound
dialing solutions within NICE CXone. This role will focus on Proactive XS dialer architecture,
Studio scripting, and API driven integrations to support automated campaigns, compliance
requirements, and integrations with internal systems.
Key Responsibilities
● CXone Proactive XS Dialer Management
● Configure and maintain outbound dialer campaigns including predictive, progressive,
and preview dialing modes.
● Manage campaign settings including pacing, retry logic, contact rules, and suppression
lists.
● Upload and manage contact lists and configure data mappings.
● Implement compliance controls including Do Not Call rules, suppression logic, and
regulatory dialing requirements.
● Optimize dialer performance to maximize agent productivity and campaign success
rates.
Studio Development
● Design and maintain Studio scripts supporting inbound and outbound call flows.
● Develop routing logic using Studio actions, variables, conditions, and snippets.
● Build automated workflows that integrate CXone with external systems.
● Troubleshoot and optimize existing Studio scripts to improve performance and reliability.
API and System Integrations
● Develop and maintain integrations using CXone REST APIs.
● Create API calls for campaign management, contact updates, reporting, and automation.
● Build integration logic to exchange data between CXone and external systems such as
CRM platforms or internal databases.
● Work with JSON payloads, authentication tokens, and API endpoints to support real time
integrations.
Automation and Optimization
● Design automation solutions to simplify campaign configuration and dialer management.
● Reduce manual administration by implementing API driven campaign and list
management processes.
● Collaborate with engineering teams to identify scalable dialer solutions and long term
platform improvements.
Troubleshooting and Support
● Investigate dialer performance issues, call routing problems, and integration failures.
● Analyze system logs and behavior to identify root causes.
● Partner with internal teams and engineering resources to resolve complex technical
issues.
Required Qualifications
● Strong experience administering and developing within NICE CXone.
● Advanced experience with CXone Studio scripting.
● Hands-on experience with Proactive XS outbound dialer configuration and campaign
management.
● Experience working with REST APIs and system integrations.
● Proficiency with JSON, API authentication, and data mapping.
● Strong troubleshooting and problem solving skills.
Preferred Qualifications
● Experience integrating CXone with CRM platforms or internal enterprise systems.
● Experience designing outbound dialing strategies at scale.
● Familiarity with contact center compliance requirements including Do Not Call and
suppression regulations.
● CXone related certifications or advanced platform training.