NICE CXone Developer

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The Role:

As a NICE CXOne Developer, you will make an impact by enhancing and optimizing Interactive Voice Response (IVR) systems to deliver seamless customer service experiences. You will be a valued member of the development team and work collaboratively with cross-functional teams, including product and business stakeholders.

Work Model:

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Mississauga, ON. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

In this role, you will:

· Serve confidently in a client-facing role, managing multiple stakeholders effectively.

· Coordinate and Discover, Requirements Gathering, Design, Plan, execute release planning, development, testing, and deployment of IVR flows and Migrations from On-prem Cisco to CCaaS across multiple LOB’s.

· Design and build call flows, chat solutions, and backend system integrations using APIs.

· Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.

· Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.

· Collaborate with the architecture team to design, develop, and integrate APIs.

· Translate business requirements into technical requirements, preparing design documents for application development.

· Provide troubleshooting support and technical assistance for scripting and system issues.

· Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.

· Coordinate issue resolution and communication with technical teams in case of problems.

· Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.

· Act as an SME, guiding team members in designing and achieving requested IVR enhancements

What you need to have to be considered:

· 5+ years of experience with NICE InContact and/or NICE CXone.

· 5+ years of experience working with RESTful Webservices / APIs.

· 3+ years of experience scripting in NICE CXOne Studio.

· Strong conflict management skills with the ability to navigate and resolve issues.

· Excellent organizational communication skills, both written and verbal.

· Proven ability to collaborate and work effectively in a team environment.

· Experience in creating contact center dashboards.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

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