Senior Developer-Contact Center & Conversational AI

Riveron

About The Position

We are seeking a Senior Developer with deep expertise in NICE, NICE inContact (CXone), and ideally Cognigy to help design, build, and optimize our next-generation customer service and operational automation solutions. This role will partner closely with Customer Support, CX, Business Technology, and Engineering teams to deliver scalable IVR/IVA workflows, routing logic, AI-powered customer experiences, and system integrations. The ideal candidate has strong technical expertise in contact center technologies, experience delivering enterprise-grade automation, and the ability to translate business requirements into high-quality technical implementations. Employment type - Contractual

Requirements

5–8+ years of experience in software development or enterprise application configuration.
3+ years of hands-on experience with NICE inContact/CXone, including:
Studio scripting
ACD, IVR, and routing flows
Omnichannel configuration
WFM and Reporting
Extensive experience with NICE platform configuration and development.
Proficiency with APIs (REST/SOAP), system integrations, and middleware.
Strong understanding of cloud-based architectures and enterprise technology ecosystems.
Excellent problem-solving, debugging, and analytical abilities.
Ability to work within an Agile or iterative development model.
Excellent communication skills for cross-functional collaboration.
Ability to simplify complex concepts for non-technical stakeholders.
Strong sense of ownership and a proactive, action-oriented approach.
Comfortable leading solution ideation and technical delivery.
High attention to detail and a strong commitment to quality.

Nice To Haves

Experience in building conversational AI experiences using Cognigy (voicebots, chatbots, agent handoffs).
Experience integrating NICE inContact with CRM platforms such as Salesforce Service Cloud.
Development experience in JavaScript, Python, or similar languages for scripting and automation.
Knowledge of AI/ML workflows, NLP tuning, and training data management.
Experience with contact center reporting and analytics tools.
Familiarity with security, compliance, and data governance requirements in cloud environments.

Responsibilities

Design, develop, and enhance NICE inContact (CXone) routing flows, IVR/IVA scripts, call handling processes, and agent workflows.
Configure and customize NICE modules, including Studio, WFM, QA, Reporting, and Omnichannel components.
Develop intelligent automation using Cognigy conversational AI, voicebots, and chatbots (preferred).
Implement API-based integrations between CXone, CRM systems (such as Salesforce Service Cloud), and internal platforms.
Develop reusable components, service layers, and scalable integration patterns.
Implement AI safety, prompt-control measures, fallback strategies, and governance guidelines to ensure reliable and compliant conversational experiences.
Build monitoring dashboards and alerting systems.
Serve as a technical subject matter expert for NICE and Cognigy platforms.
Advise junior developers, administrators, and analysts on best practices and solution architecture.
Collaborate with architects to define technical standards and governance frameworks.
Participate in design reviews, code reviews, and architectural planning sessions.
Analyze call flow, routing data, and customer interaction metrics to identify opportunities for improvement.
Optimize IVR performance, reduce handle times, and enhance the customer experience.
Tune Cognigy conversational flows for accuracy, relevance, and quality of user experience.
Engage with stakeholders to understand business requirements and translate them into technical designs.
Produce technical documentation, flow diagrams, and configuration specifications.
Ensure solutions are tested, deployed, monitored, and maintained in accordance with enterprise standards.
Support production operations, troubleshoot escalated issues, and drive continuous improvements.