- Company Name
- Altitude Technology Solutions Inc
- Job Title
- Nice CXone Developer
- Job Description
-
Job title: NICE CXone Developer
Role Summary:
Senior developer responsible for designing, building, and maintaining cloud‑based NICE CXone contact center solutions. Utilizing Studio scripting, APIs, and third‑party integrations to create IVR, ACD, and omnichannel routing workflows. Works across platform configuration, analytics, and workforce management to meet operational KPIs and enhance customer experience.
Expectations:
- • Over 10 years of hands‑on experience with NICE CXone.
- • Proven ability to develop complex scripts, automate processes, and integrate CRM, ServiceNow, Zendesk, or Salesforce.
- • Strong analytical skills to troubleshoot routing logic, API errors, and performance issues.
- • Excellent communication with Ops, QA, and product teams.
- • Commitment to best practices in security, scalability, and documentation.
Key Responsibilities:
1. **Solution Development** – Design and implement IVR, ACD, and workflow scripts in NICE CXone Studio; build, test, and deploy routing logic and automation.
2. **Platform Configuration** – Set up users, skills, campaigns, call queues, omnichannel routing, WFM, QM, and analytics dashboards; optimize routing strategies and KPI reporting.
3. **Integration & API Work** – Create RESTful integrations with CXone APIs, JSON/XML payloads, and external systems; ensure secure data transfer and compliance.
4. **Maintenance & Support** – Diagnose and resolve platform, script, and integration issues; perform system updates, enhancements, and ongoing optimization.
5. **Documentation & Best Practices** – Produce technical documentation for scripts, integrations, and configurations; enforce industry standards for reliability and security.
Required Skills:
- NICE CXone Studio scripting (ACD, IVR, Workflow)
- REST APIs, JavaScript, JSON, XML
- Omnichannel contact center operations
- CRM integration (Salesforce, ServiceNow, Zendesk, etc.)
- Cloud fundamentals (AWS, VPN, Webhooks)
- VoIP/SIP basics, telephony concepts
- Analytical troubleshooting, performance monitoring
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- NICE CXone certification (preferred)
- Cloud platform certification (AWS/Azure) – preferred
- Additional certifications in WFM, QM, or interaction analytics – advantageous.