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.