Nice CXOne IVR Lead Developer

About the Role:

We are seeking a highly skilled NICE CXone IVR Lead to drive the design, development, and optimization of IVR (Interactive Voice Response) solutions on the NICE CXone platform. The ideal candidate will have extensive experience in CXone Studio, IVR call flows, ACD, speech analytics, bot integrations, and omnichannel contact center solutions.

Key Responsibilities:

• Design, develop, and enhance IVR call flows using NICE CXone Studio.

• Lead the end-to-end implementation and integration of CXone IVR with CRM, third-party applications, and AI-driven solutions.

• Optimize call routing, queue management, self-service automation, and agent assist workflows.

• Work with stakeholders to define business requirements, call flow logic, and IVR enhancements.

• Integrate speech-to-text, text-to-speech, and AI-powered virtual agents with Google Dialogflow, Amazon Lex, or Azure Bot Services.

• Monitor and optimize IVR performance, call containment rates, and customer journey analytics.

• Ensure compliance with security standards and best practices for IVR and contact center solutions.

• Provide technical leadership and mentorship to the development team.

• Troubleshoot and resolve IVR-related issues, ensuring system uptime and reliability.

Required Skills & Qualifications:

• 5+ years of experience in IVR development and contact center solutions.

• 3+ years of hands-on experience with NICE CXone Studio, IVR scripting, and CXone APIs.

• Strong expertise in ACD, call routing, skills-based routing, and IVR menu design.

• Experience integrating IVR with CRM platforms (Salesforce, ServiceNow, Zendesk, etc.).

• Knowledge of RESTful APIs, JSON, and web service integrations.

• Familiarity with speech analytics, voice biometrics, and AI-powered self-service solutions.

• Strong understanding of contact center KPIs, including AHT, FCR, CSAT, and containment rates.

• Experience in omnichannel customer engagement, including voice, chat, and messaging.

• Excellent problem-solving and communication skills.

Preferred Certifications:

• NICE CXone Certified Professional

• Google Dialogflow, Amazon Lex, or Azure Bot Services Certification

• AWS/Google Cloud Platform/Azure Cloud Certification (Preferred but not required)

Why Join Us?

• Work on cutting-edge IVR and AI-driven contact center technologies.

• Be part of a dynamic team delivering next-gen customer experience solutions.