CXone Lead Developer ::: Remote job

Key Responsibilities

• CXone Architecture & Configuration
• Design, Development & Delivery Leadership
• IVR & Telephony Development
• CRM & Enterprise Integrations
• AI, Automation & Analytics
• Testing, Release & Mentorship

1. CXone Architecture & Configuration

• Lead end-to-end technical design and setup across NICE CXone.
• Configure inbound/outbound call flows, skills, queue management, routing strategies, and omnichannel engagement (voice, chat, email, SMS, and digital).
• Ensure performance, security, availability, and compliance standards.

2. Design, Development & Delivery Leadership

• Own technical delivery across Design, Development, and Implementation phases.
• Translate business requirements into technical architecture.
• Lead sprint planning, estimation, risk mitigation, and deployment activities.

3. IVR & Telephony Development

• Build complex IVR applications and self-service customer journeys using CXone Studio.
• Implement intelligent routing, escalation paths, and PSTN/carrier telephony integrations (SIP/VoIP).

4. CRM & Enterprise Integrations

• Architect integrations between CXone and Salesforce/CRMs using REST/SOAP APIs, web services, event-driven streams, and middleware.
• Enable real-time and batch synchronization of customer and case data.

5. AI, Automation & Analytics

• Integrate Agent Assist, Sentiment Analytics, Conversation Intelligence, Summarization, and QA scoring into agent workflows.
• Deploy IVAs, voicebots, chatbots, and AI-driven routing.
• Build operational dashboards, BI KPIs, and WFM/quality reports.

6. Testing, Release & Mentorship

• Drive SIT, UAT, defect triage, rollback planning, go-live readiness, and hypercare.
• Provide technical governance, reusable assets, and design/code reviews.
• Mentor onshore/offshore developers.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.
• 8+ years of experience in Contact Center technologies.
• 4+ years of hands-on NICE CXone implementation experience.
• Deep proficiency in NICE CXone Studio, ACD configuration, IVR design, omnichannel routing, and digital engagement channels.
• Proven experience integrating CXone with Salesforce, enterprise CRMs, and middleware through APIs.
• Strong understanding of telephony concepts, including SIP, VoIP, and telecom carriers.
• Experience with Agile delivery methodologies.

Preferred Qualifications

• NICE CXone Technical Certification(s).
• Domain expertise in Medicaid, Healthcare, Public Sector, or large-scale customer care environments.
• Exposure to Azure cloud services, modern API integration platforms, and enterprise digital transformations.