[Hiring] NiCE CXone Developer @Infosys

Role Description

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided.
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions.
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability.
• Conduct code reviews, do changes to the codebase and maintain code repositories.
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards.
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects.

Qualifications

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience.
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Requirements

• Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox.
• Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
• Ensuring scalability, high availability, disaster recovery, and compliance in architecture.
• Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks.
• Support telephony integrations.
• Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed.
• Drive AI/automation/analytics enhancements across the CX stack.
• Evaluate new features and roadmap updates to adopt in the environment.
• Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance.
• Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
• Optimize system performance and troubleshoot complex issues.
• Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
• Liaison with client, provide consulting for cloud migration and CX transformation.
• Implement best practices for code quality and maintainability.
• Lead root cause analysis for platform issues and critical incidents.

Benefits

• Medical/Dental/Vision/Life Insurance.
• Long-term/Short-term Disability.
• Health and Dependent Care Reimbursement Accounts.
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal).
• 401(k) plan and contributions dependent on salary level.
• Paid holidays plus Paid Time Off.