Senior Nice Developer

Parser Limited

1d•Remote

About The Position

This position offers you the opportunity to join a fast-growing technology organization that is redefining productivity paradigms in the software engineering industry. Thanks to our flexible, distributed model of global operation and the high caliber of our experts, we have enjoyed triple digit growth over the past five years, creating amazing career opportunities for our people. If you want to accelerate your career working with like-minded subject matter experts, solving interesting problems and building the products of tomorrow, this opportunity is for you.

Requirements

6+ years of experience in NICE platforms (CXone, inContact or similar)
Strong experience with: NICE Studio scripting, Call flow design and routing logic, REST APIs and system integrations
Experience in contact center technologies (IVR, ACD, CTI)
Solid understanding of cloud-based architectures
Hands-on experience with troubleshooting production systems
Knowledge of scripting/programming (JavaScript, Python, or similar)
Familiarity with monitoring tools and logging systems

Nice To Haves

Experience integrating with CRM platforms (Salesforce, ServiceNow)
Knowledge of workforce optimization (WFO) modules
Exposure to AI/automation in contact centers (chatbots, voice bots)
Experience with CI/CD pipelines and DevOps practices
NICE certifications are a plus
Strong problem-solving and analytical thinking
Ability to operate under pressure in production environments
Excellent communication with technical and non-technical stakeholders
Proactive mindset with ownership attitude
Experience with omnichannel customer engagement platforms
Familiarity with telecom protocols (SIP, VoIP)
Exposure to analytics and reporting tools

Responsibilities

Design, develop, and implement solutions using NICE technologies: Studio scripting (IVR flows, routing logic), APIs and integrations (REST/SOAP), Automation and workflow orchestration
Customize and optimize contact flows (voice, chat, email, digital channels)
Integrate NICE with CRM systems (e.g., Salesforce, ServiceNow)
Develop reusable components and frameworks for scalability
Participate in architecture discussions and solution design
Provide L2/L3 support for NICE platform and integrated systems
Troubleshoot issues related to: Call routing and IVR failures, API/integration errors, Performance bottlenecks
Perform root cause analysis (RCA) and implement preventive solutions
Monitor system health, logs, and KPIs (SLAs, uptime, latency)
Manage incident lifecycle (triage, resolution, post-mortem)
Identify automation opportunities in support processes
Optimize call flows and routing strategies based on analytics
Improve system reliability and reduce MTTR
Contribute to DevOps practices (CI/CD, monitoring, alerting)
Work with business teams to translate requirements into technical solutions
Partner with QA and release teams for smooth deployments
Document solutions, runbooks, and troubleshooting guides