Senior NICE inContact Developer

2 weeks ago

Kolkata, West Bengal, India Brainwork TechnoSolutions Pvt. Ltd Full time

NICE inContact Cloud Solution Developer

We are seeking a seasoned NICE inContact Cloud Solution Developer with over 5 years of experience in designing, developing, and maintaining contact center technologies.

The ideal candidate should have strong hands-on expertise in Java-based IVR call flow development, API integrations, SQL scripting, and various modules within NICE CXone (formerly inContact), such as Studio, ACD, Workforce Management, and Call Back tools.

The candidate will be responsible for the migration, customization, and enhancement of IVR systems to optimize the customer service experience.

Key Responsibilities :

- Design, build, and maintain IVR call flows using NICE CXone Studio with Java scripting for backend logic.

- Develop and optimize custom APIs to integrate with third-party CRMs, internal systems, and databases.

- Lead the migration of legacy IVR solutions to the NICE CXone cloud platform.

- Create, modify, and maintain SQL scripts, stored procedures, and data views to support contact center reporting and analytics.

- Configure and deploy NICE inContact tools such as:

- Studio Scripting

- InView Dashboards

- ACD Routing

- Call Back Assist / Web Callback Tools

- Personal Connection Dialers

- NICE inContact Softphones

- Work with stakeholders to understand business requirements and deliver scalable, secure, and reliable IVR solutions.

- Troubleshoot issues across the NICE CXone platform and provide level-2/3 support for production environments.

- Monitor system performance and improve IVR handling time, call routing accuracy, and customer satisfaction.

- Collaborate with cross-functional teams including QA, DevOps, Network, and Business Analysts.

Required Skills & Qualifications :

- 5+ years of experience working with NICE CXone (inContact) solutions, particularly IVR development and call flow scripting.

- Proficient in Java for IVR backend logic and API-related coding tasks.

- Strong experience in RESTful API development and integration.

- Solid understanding of ACD, IVR, CTI, screen pop, and call routing logics.

- Proficient in SQL Server or other relational databases for writing and optimizing queries and views.

- Experience with In-View dashboards, Press Path/Key Press options, Softphones, and callback solutions within CXone.

- Good understanding of contact center KPIs, customer journey mapping, and voice/call analytics.

- Knowledge of cloud-based telephony systems, VoIP, and SIP protocols is an advantage.

- Familiarity with version control tools (e.g., Git) and Agile methodologies.

Preferred Qualifications :

- NICE CXone Certification(s) (e.g., Certified IVR Developer, Certified Studio Developer).

- Experience with Omnichannel routing, including chat, email, and SMS within NICE.

- Exposure to Workforce Optimization (WFO), Quality Management (QM), or Interaction Analytics modules.

- Experience in contact center migrations from on-premise systems to NICE CXone.

Soft Skills :

- Strong analytical, problem-solving, and troubleshooting skills.

- Excellent verbal and written communication.

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

- Customer-focused mindset and ability to work in high-pressure environments

(ref:hirist.tech)

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