Contact Center Developer - NICE CXOne

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