Pride Global Hiring! Full Time NICE CXone Solution Engineer – IVR - ACD in Federal Territory, Earn up to MYR 14,000 - Ricebowl

NICE CXone Solution Engineer – IVR / ACD

• Location : Kuala Lumpur
• Salary : Max RM14,000
• Employment Type: Full-time Employment
• Open for : Local/PR/RPT

About the Role

We are seeking an experienced NICE CXone Solution Engineer to join a growing global engineering team.

The successful candidate will be responsible for the design, development, implementation, configuration, and support of contact centre inbound and outbound IVR/ACD solutions. This role will serve as a key technical resource for contact centre transformation initiatives, operational support, automation, and proactive monitoring.

The ideal candidate will have strong hands-on experience with NICE CXone Studio, complex contact centre solutions, call-flow design, system integrations, and cloud technologies. Strong problem-solving skills, attention to detail, and the ability to work independently in complex enterprise environments are essential.

Key Responsibilities

Architecture & Engineering

• Design, configure, and implement NICE CXone inbound and outbound IVR/ACD solutions.
• Apply contact centre architecture and engineering principles across platforms such as NICE CXone, Genesys, Cisco, Microsoft, and Avaya.
• Develop and maintain technical standards, architecture documentation, and best practices.
• Support scalable, highly available, and resilient contact centre environments.

Business Engagement

• Engage with business stakeholders and technology teams to understand requirements and deliver contact centre solutions.
• Translate business needs into effective technical solutions.
• Identify opportunities for automation and improved customer experience and productivity.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.

IVR / ACD Design & Development

• Design, develop, configure, and document inbound and outbound IVR/ACD call flows.
• Develop and maintain NICE CXone Studio scripts and call-flow logic.
• Analyse production issues and implement corrective actions to improve reliability, redundancy, and recovery.
• Support contact centre routing, voice, SMS, WhatsApp, and omnichannel capabilities.
• Develop integrations with external platforms and enterprise systems.

Automation & Integration

• Develop automation for Move, Add, and Change (MAC) telephony services.
• Leverage NICE CXone APIs and web services for enterprise integrations.
• Support screen-pop and omnichannel voice-routing capabilities.
• Apply Agile, DevOps, and CI/CD practices to improve solution delivery and operational efficiency.
• Contribute to operational support models, proactive monitoring, and process automation.

Requirements

• 3+ years of experience in contact centre technology, cloud computing, telecommunications, or related technical environments.
• Strong hands-on experience with NICE CXone Studio scripting and complex contact centre solutions.
• Strong experience with NICE CXone ACD, IVR, and WFM implementations.
• Experience designing and implementing contact centre call flows, routing, voice, SMS/WhatsApp, and omnichannel solutions.
• Experience integrating NICE CXone with platforms such as Microsoft Dynamics and Amelia.
• Strong understanding of RESTful/SOAP APIs and enterprise integrations.
• Experience with at least one major contact centre platform, such as:
• NICE CXone / NICE inContact
• Genesys Cloud / Engage
• Cisco Contact Center
• Avaya Contact Center
• Experience with telecommunications providers, SIP trunking, voice routing, and telephony environments.
• Knowledge of Azure or AWS and cloud security best practices.
• Understanding of Agile, SDLC, DevOps, and automation practices.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaboratively in a matrixed environment.
• Ability to translate business requirements into technical solutions.
• Bachelor's degree or equivalent work experience.

Key Skills

NICE CXone | CXone Studio | IVR | ACD | WFM | Call Flow | Contact Centre | Telephony | SIP | REST/SOAP APIs | Omnichannel | NICE inContact | Genesys | Cisco | Avaya | Azure/AWS | Automation | DevOps | Agile

Pay: RM10,000.00 - RM14,000.00 per month

Experience:

• implement in cloud computing or telephony environment?: 3 years (Preferred)
• CXone IVR / ACD ?: 3 years (Preferred)
• contact center operations?: 3 years (Preferred)

Work Location: In person