NICE - CXone

Position Overview We are seeking an experienced NICE CXone Engineer/Developer to design, develop, integrate, and optimize enterprise contact center solutions. The ideal candidate will have strong expertise in NICE CXone/InContact technologies, cloud infrastructure, automation, AI-driven customer engagement, and omnichannel integrations. This role requires hands-on experience in contact center architecture, workflow automation, system integrations, and performance optimization to support a modern customer experience environment. Key Responsibilities Contact Center Solution Design & Development Architect, design, develop, and maintain NICE CXone/InContact solutions, including:

• IVR
• ACD
• Campaigns
• Skills-based routing
• Call flows and routing strategies
• Develop and automate call center workflows, prompts, scripts, and agent experiences.
• Ensure compliance with Software Development Life Cycle (SDLC) standards and deployment processes.
• Integration & Automation
• Develop and maintain APIs, middleware solutions, and ETL jobs for enterprise integrations.
• Implement automation for:
• User provisioning
• Skill assignments
• Policy management
• Support omnichannel integrations, including voice, chat, and click-to-call capabilities.
• System Monitoring & Performance Optimization
• Monitor platform health and troubleshoot production issues.
• Optimize application and infrastructure performance.
• Implement observability, logging, monitoring, and proactive alerting for critical systems and services.

Required Technical Skills Cloud & Infrastructure Strong experience with Amazon Web Services (AWS). Exposure to Generative AI / Large Language Model (LLM) technologies. Knowledge of networking protocols and concepts, including WebRTC for voice and video communications. NICE CXone / Contact Center Technologies Hands-on expertise with NICE CXone/InContact platform: IVR ACD Campaigns Workforce Management (WFM) Skills and Routing Experience with Nexidia Speech Analytics implementation and optimization. Familiarity with Quality Management tools such as Quality Central. Workforce Management experience, including: Scheduling Forecasting Intraday management AI & Conversational Technologies Experience with Natural Language Understanding (NLU), specifically Ophelia. Knowledge of Conversational AI and ASR tuning to enhance customer experience.

• CRM & Omnichannel Integration Experience integrating NICE CXone with: Salesforce Microsoft Dynamics Development of omnichannel communication solutions including: Click-to-Call Chat platforms Embedded agent workflows Development & Database Skills Full-stack development experience (Frontend & Backend).

Strong SQL and data modeling expertise. Experience using Postman for API testing and validation. Ability to develop secure applications including: Multi-Factor Authentication (MFA) Embedded agent applications and workflows Preferred Qualifications Excellent troubleshooting and analytical skills. Strong communication and collaboration abilities. Experience working in enterprise-scale contact center environments. Ability to work independently in a fast-paced onsite environment.