Nice XOne Developer

Role: NICE XOne Developer

Location: Charlotte, NC

On-Site

JD:

• Design & Development
o Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.
o Build and automate call center workflows, including writing call flows, prompts, and scripts.
o Ensure adherence to SDLC processes for all development and deployment activities.
• Integration & Automation
o Develop and maintain APIs, middleware, and ETL jobs for system integrations.
o Implement automation for user provisioning, skill assignment, and policy management.
• System Health & Performance
o Monitor system health, troubleshoot issues, and optimize performance.
o Ensure observability, logging, and proactive alerting for all critical components.

Technical Expertise Required
• Cloud & Infrastructure
o Amazon Web Services (AWS) – Strong experience, including exposure to Generative LLM technologies.
o Networking concepts and protocols such as WebRTC for voice and video.
• Contact Center Technologies
o NICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management.
o Nexidia Speech Analytics – Implementation and optimization.
o Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments.
o Quality Management – Familiarity with tools like Quality Central.
• AI & NLU
o Natural Language Understanding (NLU) – Specifically Ophelia.
o Conversational AI and ASR tuning for improved customer experience.
• CRM & Omnichannel
o Integration with Salesforce and Dynamics.
o Development of Click-to-Call and Chat channels ensuring omnichannel experience.

Development Skills
• Full-stack development (Front-end and Back-end).
• Strong knowledge of SQL databases and data modeling.
• Experience with Postman for API testing and validation.
• Ability to build applications such as Multi-Factor Authentication and Embedded Agent Workflows.