Expert Contact Center Technology Architect

1 day ago

Kolkata, West Bengal, India beBeeIVR Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Senior IVR Developer

Job Summary:

We are seeking an experienced Senior IVR 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.

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

  • 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 and 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.

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.

Benefits:

  • Opportunity to work on cutting-edge technology and contribute to the development of innovative contact center solutions.
  • Collaborative and dynamic work environment with a team of experienced professionals.
  • Professional growth and development opportunities.

Other Information:

  • NICE CXone Certification(s) (e.g. Certified IVR Developer, Certified Studio Developer) is an asset.
  • Experience with Omnichannel routing, including chat, email and SMS within NICE, is a plus.
  • Exposure to Workforce Optimization (WFO), Quality Management (QM) or Interaction Analytics modules is beneficial.

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