The ideal candidate will design, develop, and maintain IVR/ACD call flows and custom integrations, driving enhanced customer engagement across voice and digital channels.

This role requires a blend of technical expertise, problem-solving skills, and effective collaboration with cross-functional teams.

Key Responsibilities :

- Design, develop, test, and deploy call flows and routing logic using NICE CXone Studio and ACD scripting to optimize customer interactions.

- Build and maintain seamless integrations between NICE CXone and third-party systems via Java and RESTful APIs.

- Customize agent and customer experiences across multiple channels including voice, chat, email, and SMS.

- Collaborate with business analysts, QA engineers, and operations teams to gather requirements, deliver solutions, and ensure quality.

- Develop reusable scripts, templates, and components to streamline future development efforts.

- Monitor, troubleshoot, and resolve issues related to call flow performance, logic errors, and integration failures.

- Maintain thorough documentation, ensure proper version control, and facilitate knowledge transfer within the team.

- Stay current with NICE CXone platform updates and best practices to continuously improve solution delivery.

Required Skills & Qualifications :

- Bachelors degree in Computer Science, Engineering, or a related technical discipline.

- Minimum 8 years of professional experience in NICE CXone (formerly inContact) call flow development and customization.

- Strong proficiency in Java programming for backend logic and API integrations.

- Deep understanding of contact center technologies including Automatic Call Distributor (ACD), Interactive Voice Response (IVR), call routing, screen pops, and agent scripting.

- Hands-on experience with RESTful APIs, JSON, XML, and other web service protocols.

- Knowledge of contact center operations, customer engagement metrics, and best practices.

- Ability to work independently as well as in a collaborative team environment.

- Excellent analytical, problem-solving, and communication skills.

- Familiarity with version control systems and software development lifecycle (SDLC) processes