Role : Lead Developer (CXone)
Location : New York, NY (Hybrid)
Type : Contract
CXone Architecture & Configuration:
Lead end-to-end technical design and setup across NICE CXone.
Configure inbound/outbound call flows, skills, queue management, routing strategies, and omnichannel engagement (voice, chat, email, SMS, digital). Enforce performance, security, availability, and compliance standards.DDI & Delivery Leadership:
Own technical delivery across Design, Development, and Implementation phases. Translate business needs into architecture; lead sprint planning, estimation, risk mitigation, and deployment.IVR & Telephony Development:
Build complex IVR apps and self-service customer journeys in CXone Studio. Implement intelligent routing, escalation paths, and PSTN/carrier telephony integrations (SIP/VoIP).CRM & Enterprise Integrations:
Architect integrations between CXone and Salesforce/CRMs via REST/SOAP APIs, web services, event-driven streams, and middleware for real-time and batch customer/case data sync.AI, Automation & Analytics:
Embed Agent Assist, Sentiment Analytics, Conversation Intelligence, Summarization, and QA scoring into agent workflows. Deploy IVAs, voicebots, chatbots, and AI-driven routing. Build operational dashboards, BI KPIs, and WFM/quality reports.Testing, Release & Mentorship:
Drive SIT, UAT, defect triage, rollback planning, go-live readiness, and hypercare. Provide technical governance, reusable assets, design/code reviews, and mentorship to onshore/offshore developers.
Required Qualifications
Bachelor’s in CS, IS, Engineering, or equivalent practical experience.
8+ years in Contact Center technology;
4+ years hands-on NICE CXone implementation.
Deep proficiency in NICE CXone Studio, ACD configuration, IVR design, omnichannel routing, and digital engagement channels.
Proven track record integrating CXone with Salesforce, enterprise CRMs, and middleware via APIs.
Solid grasp of core telephony concepts (SIP, VoIP, telecom carriers) and Agile delivery.
Preferred Qualifications
NICE CXone Technical Certification(s).
Domain expertise in Medicaid, Healthcare, Public Sector, or large-scale customer care environments.
Exposure to Azure cloud services, modern API integration platforms, and enterprise digital transformations.
Work Experience 5-7Years
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
