Software Engineer

We are seeking a skilled Software Engineer to develop and implement scalable cloud-based contact center solutions using NICE CXone. The successful candidate will focus on advanced NICE CXone Studio development, intelligent call routing and self-service workflows, third-party system integrations, and migration of legacy contact center applications to the NICE CXone cloud platform.

Responsibilities:

• Design, develop, test, and maintain complex Interactive Voice Response (IVR) and intelligent virtual assistant workflows using NICE CXone Studio.
• Configure and optimize Automatic Call Distribution (ACD), skills-based routing, queues, and self-service capabilities.
• Develop integrations between NICE CXone and enterprise systems using REST/SOAP APIs, webhooks, JSON, and XML.
• Integrate NICE CXone with platforms such as Salesforce, ServiceNow, Microsoft Dynamics, and custom enterprise applications or databases.
• Support the migration of legacy or on-premises contact center solutions, particularly Cisco-based environments, to NICE CXone.
• Troubleshoot complex issues involving call flows, CTI integrations, APIs, SIP/VoIP, routing, and application connectivity.
• Develop reusable, maintainable scripts and integrations following appropriate coding and documentation standards.
• Work with business, infrastructure, network, CRM, and application teams to translate contact center requirements into technical solutions.
• Support testing, deployment, production stabilization, monitoring, and continuous improvement of NICE CXone solutions.
• Provide technical guidance and contribute to solution design and implementation decisions.

Qualifications:

• 10+ years of experience in contact center technologies such as CTI, IVR, telephony, and contact center application development.
• 5+ years of hands-on NICE CXone experience, including implementation and development within NICE CXone or the former inContact ecosystem.
• Advanced hands-on expertise with NICE CXone Studio, ACD, IVR, and reporting.
• Strong development or scripting experience using technologies such as JavaScript, JSON, XML, Python, or C#.
• Strong working knowledge of RESTful APIs, SOAP APIs, and webhooks.
• Strong understanding of contact center and telephony technologies, including SIP, VoIP, CTI, and PBX.
• Experience integrating NICE CXone with CRM or enterprise platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or comparable systems.
• Experience supporting or delivering migration of contact center applications from on-premises environments to cloud-based platforms.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.