Design, develop, and enhance NICE inContact (CXone) routing flows, IVR/IVA scripts, call handling processes, and agent workflows.
Configure and customize NICE modules, including Studio, WFM, QA, Reporting, and Omnichannel components.
Develop intelligent automation using Cognigy conversational AI, voicebots, and chatbots.
Implement API-based integrations between CXone, CRM systems (such as Salesforce Service Cloud), and internal platforms.
Develop reusable components, service layers, and scalable integration patterns.
Implement AI safety, prompt-control measures, fallback strategies, and governance guidelines to ensure reliable and compliant conversational experiences.
Build monitoring dashboards and alerting systems.
Serve as a technical subject matter expert for NICE and Cognigy platforms.
Advise junior developers, administrators, 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 architectural planning sessions.
Analyze call flow, routing data, and customer interaction metrics to identify opportunities for improvement.
Optimize IVR performance, reduce handle times, and enhance the customer experience.
Tune Cognigy conversational flows for accuracy, relevance, and quality of user experience.
Engage with stakeholders to understand business requirements and translate them into technical designs.
Produce technical documentation, flow diagrams, and configuration specifications.
Ensure solutions are tested, deployed, monitored, and maintained in accordance with enterprise standards.
Support production operations, troubleshoot escalated issues, and drive continuous improvements.

Requirements

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.
Extensive experience with NICE platform configuration and development.
Proficiency with APIs (REST/SOAP), system integrations, and middleware.
Strong understanding of cloud-based architectures and enterprise technology ecosystems.
Excellent problem-solving, debugging, and analytical abilities.
Ability to work within an Agile or iterative development model.

Benefits

Flexible working hours
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

NICE inContactCXoneIVR scriptingAPI integrationsCognigyconversational AIservice layerscloud-based architecturesAgile developmentdebugging

Soft Skills

problem-solvinganalytical abilitiescollaborationmentoringcommunication