NICE CXone Developer

DTI • St Louis, MO

11d • Remote

About The Position

We are seeking an experienced NICE CXone Developer to support a recently implemented NICE CXone contact center platform for a large regulated public utility. This individual will provide hands-on development, integration, enhancement, and post-implementation stabilization support. The ideal candidate has strong NICE CXone Studio development experience and can design and enhance IVR applications, call-routing workflows, automation, APIs, and integrations with enterprise customer-service systems. This is a technical development role requiring close collaboration with contact center operations, business stakeholders, architects, testers, and application support teams.

Requirements

• 3+ years of hands-on NICE CXone development experience.
• Strong experience developing and maintaining NICE CXone Studio scripts.
• Demonstrated experience with IVR development, ACD configuration, skills-based routing, queues, call flows, and agent interactions.
• Experience integrating NICE CXone with CRM, CIS, or other enterprise applications.
• Proficiency with REST APIs, web services, JSON, authentication, and integration troubleshooting.
• Experience supporting a complete development lifecycle, including technical design, development, unit testing, SIT, UAT, deployment, and hypercare.
• Strong defect resolution, root-cause analysis, and production-support capabilities.
• Ability to communicate effectively with technical teams, business stakeholders, vendors, and contact center leadership.
• Ability to work independently in a remote delivery environment and travel to the client site as required.

Nice To Haves

• NICE CXone certification or formal NICE CXone development training.
• Experience supporting NICE CXone following a new implementation or major migration.
• Experience with CXone Agent, MAX, Digital Experience, Workforce Management, Quality Management, Interaction Analytics, or Recording.
• Knowledge of CXone reporting, dashboards, data feeds, or Direct Data Access.
• Experience with JavaScript, C#, SQL, or related integration technologies.
• Familiarity with CI/CD, source control, release management, and development-governance practices.
• Contact center experience within a regulated electric, gas, or water utility.
• Understanding of utility customer-service processes, including service requests, billing inquiries, payments, outages, emergencies, and collections.

Responsibilities

• Design, develop, test, deploy, and maintain NICE CXone Studio scripts.
• Build and enhance IVR workflows, call flows, prompts, menus, queues, skills, routing logic, and self-service capabilities.
• Configure and customize NICE CXone ACD functionality to support evolving contact center requirements.
• Develop reusable components and standardized development practices for CXone solutions.
• Troubleshoot complex scripting, routing, performance, and production issues.
• Develop and support integrations between NICE CXone and enterprise platforms such as customer information systems, CRM applications, identity solutions, payment platforms, workforce tools, and reporting systems.
• Build and maintain integrations using REST APIs, web services, JSON, authentication protocols, and middleware.
• Support screen pops, customer-data retrieval, transaction processing, and agent-desktop integrations.
• Monitor interface performance and resolve data, connectivity, and integration failures.
• Create technical designs, unit-test plans, test scenarios, and deployment documentation.
• Conduct unit and integration testing and support SIT, UAT, regression testing, and production validation.
• Investigate defects, perform root-cause analysis, and coordinate resolutions with functional and technical teams.
• Support release planning, code promotion, configuration migration, and production deployments.
• Provide hypercare and post-release stabilization support.
• Monitor solution performance and identify opportunities to improve call routing, containment, agent productivity, and customer experience.
• Resolve incidents and service requests while maintaining appropriate technical documentation.
• Analyze logs, call traces, routing outcomes, and system behavior to diagnose issues.
• Recommend platform enhancements, automation opportunities, and development standards.
• Support NICE CXone platform upgrades and release-impact assessments.
• Work with contact center leadership and business SMEs to translate requirements into scalable technical solutions.
• Collaborate with architects, administrators, integration developers, testers, security teams, and third-party vendors.
• Participate in requirements, design, defect-triage, release-readiness, and operational-support meetings.
• Maintain technical specifications, integration documents, script inventories, configuration records, and support procedures.
• Provide knowledge transfer and technical guidance to internal support teams.

Benefits

• Please click on the link below for our company benefits https://docs.google.com/document/d/1q2mHf0U1akaC1ZKC65-VyyG3FrKBGNCahx3WpS2mj7M/edit?usp=sharing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed