Job Summary :

We are seeking a skilled and experienced Call Flow Developer with hands-on expertise in NICE CXone platform and Java programming.

The ideal candidate will be responsible for designing, developing, and maintaining IVR/ACD call flows and custom integrations to enhance the customer experience across voice and digital channels.

Key Responsibilities :

- Design, develop, and deploy call flows and routing logic using NICE CXone Studio / ACD scripting.

- Integrate third-party systems and APIs into NICE CXone using Java and RESTful services.

- Customize agent and customer experiences across channels (voice, chat, email, SMS).

- Work closely with business analysts, QA, and operations teams to understand requirements and deliver effective solutions.

- Implement and maintain reusable templates, scripts, and components.

- Monitor and troubleshoot call flow behavior, identifying and resolving performance or logic issues.

- Ensure proper documentation, version control, and knowledge transfer.

Required Skills & Qualifications :

- Bachelor's degree in Computer Science, Engineering, or related field.

- Hands on experience in NICE CXone / inContact call flow development.

- Proficiency in Java for backend integration and custom application logic.

- Strong understanding of ACD, IVR, call routing, screen pops, and agent scripting.

- Experience working with APIs, web services, and data exchange formats (JSON, XML).

- Familiarity with contact center operations and metrics.

- Ability to work independently and collaborate in a team environment.

- Excellent problem-solving and communication skills.