Nice CX One Cognigy Developer

Hello,

SpiceOrb is looking for Nice CXone Cognigy Developer with 100% Remote

Title: Nice CX One Developer

Location: Remote

Duration: 12+ Months Contract

About the Role

We are seeking a Senior Developer with deep expertise in NICE, NICE inContact (CXone), and ideally Cognigy to help design, build, and optimize our next-generation customer service and operational automation solutions. This role will partner closely with Customer Support, CX, Business Technology, and Engineering teams to deliver scalable IVR/IVA workflows, routing logic, AI-powered customer experiences, and system integrations.

The ideal candidate has strong technical expertise in contact center technologies, experience delivering enterprise-grade automation, and the ability to translate business requirements into high-quality technical implementations.

Key Responsibilities

Solution Design & Development

• Design, build, and enhance NICE inContact (CXone) routing flows, IVR/IVA scripts, call handling processes, and agent workflows.
• Configure and customize NICE modules such as Studio, WFM, QA, Reporting, and Omnichannel components.
• Develop intelligent automation using Cognigy conversational AI, voicebots, and chatbots (preferred).
• Implement API-based integrations between CXone, CRM systems (e.g., Salesforce Service Cloud), and internal platforms.
• Develop reusable components, service layers, and scalable integration patterns.
• Implement AI safety, prompt-control, fallback strategies, and governance guidelines to ensure reliable and compliant conversational experiences.

• Build monitoring dashboards and alerting

Technical Leadership

• Serve as a technical SME for NICE and Cognigy platforms.
• Provide guidance to junior developers, admins, and analysts on best practices and solution architecture.
• Collaborate with architects to define technical standards and governance frameworks.
• Participate in design reviews, code reviews, and architecture planning sessions.

Optimization & Performance

• Analyze call flow, routing data, and customer interaction metrics to identify opportunities for improvement.
• Optimize IVR performance, reduce handle times, and improve customer experience.
• Tune Cognigy conversational flows for accuracy, relevance, and user experience quality.

Delivery & Collaboration

• Work collaboratively with stakeholders to understand business needs and translate them into technical designs.
• Create technical documentation, flow diagrams, and configuration specifications.
• Ensure solutions are tested, deployed, monitored, and maintained according to enterprise standards.
• Support production operations, troubleshoot escalated issues, and enable continuous improvements.

Required Qualifications

• 5 8+ years of experience in software development or enterprise application configuration.
• 3+ years of hands-on experience with NICE inContact/CXone, including:
• Studio scripting
• ACD, IVR, and routing flows
• Omnichannel configuration
• WFM and Reporting
• Strong experience with NICE platform configuration and development.
• Proficiency with APIs (REST/SOAP), system integrations, and middleware.
• Solid understanding of cloud-based architectures and enterprise technology ecosystems.
• Strong problem-solving, debugging, and analytical skills.
• Ability to work in an Agile/iterative development model.

Preferred Qualifications

• Experience building conversational AI experiences using Cognigy (voicebots, chatbots, handoffs to agents).
• Experience integrating NICE inContact with CRM platforms such as Salesforce Service Cloud.
• Development experience in JavaScript, Python, or similar languages for scripting and automation.
• Knowledge of AI/ML workflows, NLP tuning, and training data management.
• Experience with contact center reporting and analytics tools.
• Familiarity with security, compliance, and data governance requirements in cloud environments.

Soft Skills & Competencies

• Excellent communication skills for cross-functional collaboration.
• Ability to simplify complex concepts for non-technical stakeholders.
• Strong ownership mindset and bias for action.
• Comfortable leading solution ideation and technical delivery.
• High attention to detail and a commitment to quality.