CXone & IVA Implementation

Req Id: 110605

City: Minneapolis

State/Province: Minnesota

Posting Start Date: 11/13/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

Key Responsibilities:

CXone & IVA Implementation

• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.

• Configure IVR, ACD, and routing strategies tailored to business needs.

• Develop and maintain omnichannel experiences (voice, chat, email, SMS).

System Integration

• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.

• Collaborate with IT and business teams to ensure secure and scalable integrations.

• Support real-time and batch data exchange between CXone and backend systems.

Project Execution

• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.

• Create and maintain technical documentation and configuration guides.

• Ensure compliance with security and data governance standards.

Support & Optimization

• Monitor system performance and troubleshoot issues across IVA and integrations.

• Continuously optimize call flows and routing logic based on analytics and feedback.

• Provide training and support to internal teams on CXone features and best practices.

Qualifications:

• 5 years of experience in contact center technology implementation, with 2 years in NICE CXone.

• Hands-on experience with IVA design, and CXone Studio.

• Strong understanding of RESTful APIs, webhooks, and integration patterns.

• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.

• Excellent communication, documentation, and stakeholder management skills.

Mandatory Skills: Network Voice Admin .

Experience: 5-8 Years .

The expected compensation for this role ranges from $60,000 to $135,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.