Software Engineer

The successful candidate will be responsible for developing and implementing scalable cloud-based contact center solutions using NICE CXone. This role 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.

The role requires strong knowledge of contact center technologies, including Computer Telephony Integration (CTI), Session Initiation Protocol (SIP), Voice over IP (VoIP), Private Branch Exchange (PBX) technologies, and enterprise networking.

The ideal candidate will combine strong NICE CXone development expertise with practical experience integrating customer relationship management (CRM), IT service management, and enterprise applications.

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.

Required

• 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.

Preferred

• Experience migrating Cisco contact center technologies to NICE CXone.
• Experience with NICE CXone Agent for Salesforce or comparable CRM integrations.
• Understanding of enterprise networking technologies such as MPLS and SD-WAN.
• NICE CXone technical certification, such as a relevant Developer or Implementation Specialist certification.
• Experience working with large-scale, enterprise contact center environments.
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