NICE - CXone

Position Overview

We are seeking an experienced NICE CXone Engineer/Developer to design, develop, integrate, and optimize enterprise contact center solutions. The ideal candidate will have strong expertise in NICE CXone/InContact technologies, cloud infrastructure, automation, AI-driven customer engagement, and omnichannel integrations.

This role requires hands-on experience in contact center architecture, workflow automation, system integrations, and performance optimization to support a modern customer experience environment.

Key Responsibilities

Contact Center Solution Design & Development

Architect, design, develop, and maintain NICE CXone/InContact solutions, including:

·        IVR

·        ACD

·        Campaigns

·        Skills-based routing

·        Call flows and routing strategies

·        Develop and automate call center workflows, prompts, scripts, and agent experiences.

·        Ensure compliance with Software Development Life Cycle (SDLC) standards and deployment processes.

·        Integration & Automation

·        Develop and maintain APIs, middleware solutions, and ETL jobs for enterprise integrations.

·        Implement automation for:

·        User provisioning

·        Skill assignments

·        Policy management

·        Support omnichannel integrations, including voice, chat, and click-to-call capabilities.

·        System Monitoring & Performance Optimization

·        Monitor platform health and troubleshoot production issues.

·        Optimize application and infrastructure performance.

·        Implement observability, logging, monitoring, and proactive alerting for critical systems and services.

Required Technical Skills

Cloud & Infrastructure

• Strong experience with Amazon Web Services (AWS).
• Exposure to Generative AI / Large Language Model (LLM) technologies.
• Knowledge of networking protocols and concepts, including WebRTC for voice and video communications.

NICE CXone / Contact Center Technologies

• Hands-on expertise with NICE CXone/InContact platform:

• IVR
• ACD
• Campaigns
• Workforce Management (WFM)
• Skills and Routing
• Experience with Nexidia Speech Analytics implementation and optimization.
• Familiarity with Quality Management tools such as Quality Central.

Workforce Management experience, including:

• Scheduling
• Forecasting
• Intraday management

AI & Conversational Technologies

• Experience with Natural Language Understanding (NLU), specifically Ophelia.
• Knowledge of Conversational AI and ASR tuning to enhance customer experience.

·        CRM & Omnichannel Integration

Experience integrating NICE CXone with:

• Salesforce
• Microsoft Dynamics

Development of omnichannel communication solutions including:

• Click-to-Call
• Chat platforms
• Embedded agent workflows

Development & Database Skills

• Full-stack development experience (Frontend & Backend).
• Strong SQL and data modeling expertise.
• Experience using Postman for API testing and validation.
• Ability to develop secure applications including:
• Multi-Factor Authentication (MFA)
• Embedded agent applications and workflows

Preferred Qualifications

• Excellent troubleshooting and analytical skills.
• Strong communication and collaboration abilities.
• Experience working in enterprise-scale contact center environments.
• Ability to work independently in a fast-paced onsite environment.