Contact Center Developer - NICE CXOne

Job description

We are seeking a skilled **Contact Center Developer** with hands-on experience in leading CCaaS platforms such as **NICE CXOne,** . The role involves designing, developing, and optimizing IVR solutions, integrations, and contact center workflows to deliver seamless customer experiences. **Location** : Hyderabad, Bangalore, Pune, Kolkata,Chennai **Key Responsibilities** - Design and develop **IVR call flows** using platforms like NICE CXOne Studio, Genesys Architect, or similar low-code/no-code tools - Configure contact center parameters such as **Hours of Operation (HOO), skills, priority routing, and call flows** - Develop and consume **REST APIs** for integration with third-party systems and business applications - Integrate **agent toolbar functionalities** and embed them within CRM systems - Perform **unit testing** of IVR and integration components using tools like Postman - Develop and maintain **reports and dashboards** for operational insights - Load and manage **historical ACD data** for forecasting and analytics - Extract and integrate data using **out-of-the-box APIs** into enterprise data platforms/data lakes - Troubleshoot and resolve **call routing and platform issues** - Collaborate with clients and vendors (e.g., NICE, Genesys, Amazon) to resolve platform-related issues - Contribute to **technical architecture, detailed design, and development** as an SME on CCaaS platforms - Participate in **end-to-end application lifecycle** from design to production deployment - Mentor junior developers, provide **code reviews** , and ensure best practices in quality and security - Actively participate in **Agile ceremonies** (daily scrums, sprint planning, status updates) **Must-Have Skills :** - 4 years to 15 years of experience in CCaaS platforms ( **NICE CXOne,** ) including configuration and customization - Hands-on experience in: - Workforce Management (WFM) - Reports & Dashboards - Studio scripting and JavaScript - Experience in **CRM integration** and customer screen-pop functionality - **REST API integrations** - Working knowledge of **Jira and Agile/Scrum methodologies**