Job Specifications
Role- Nice CXone Developer
Location- (Plano, TX) ONSITE
We are looking for an experienced NICE CXone Developer with over 10+ years of experience in design, develop, implement, and support cloud-based contact center solutions. The ideal candidate has strong expertise in NICE CXone Studio scripting, APIs, integrations, and contact center workflows.
Key Responsibilities Solution Development
Design and develop IVR and ACD call flows using NICE CXone Studio, including scripts, actions, and custom logic.
Build, test, and deploy CXone routing scripts, workflows, and automation processes.
Configure and customize Omnichannel routing, WFM, Quality Management, and Analytics modules.
Integration & API Work
Develop integrations using NICE CXone APIs, RESTful web services, and third-party connectors.
Work with CRM platforms (Salesforce, ServiceNow, Zendesk, etc.) to integrate customer data flows.
Ensure secure data transfer and compliance across systems.
Platform Configuration
Configure users, skills, campaigns, call queues, and channel settings.
Manage and optimize contact center KPIs, routing strategies, and reporting dashboards.
Support workforce schedules, QM evaluations, and performance analytics.
Maintenance & Support
Troubleshoot CXone platform issues, script errors, API failures, and routing logic.
Perform system updates, enhancements, and ongoing optimizations.
Collaborate with cross-functional teams (Ops, QA, Network, Product).
Documentation & Best Practices
Create technical documentation for scripts, integrations, and platform configurations.
Ensure solutions follow industry best practices for scalability, reliability, and security.
Required Skills & Qualifications
10-12+ years of hands-on experience with NICE CXone platform.
Strong proficiency in NICE Studio scripting (ACD, IVR, Workflows).
Experience with REST APIs, JavaScript, JSON, XML.
Solid understanding of Omnichannel Contact Center operations.
Experience integrating CXone with CRM applications.
Knowledge of cloud technologies and networking basics (AWS, VPN, Webhooks).
Strong analytical and troubleshooting skills.
Preferred Skills
Experience with WFM, QM, Interaction Analytics, and Real-Time Dashboards.
Certifications in NICE CXone or cloud platforms (AWS/Azure).
Knowledge of VoIP, SIP, and telephony systems.