Sr. Developer

Job description

Job Summary

Sr Developer position for a global organization working on NICE ContactEngine NICE Engage and NICE Cxone platforms in a hybrid model. Role focuses on designing developing and optimizing contact center solutions that enhance customer experience. The position values automotive industry exposure and promotes inclusive collaborative problem solving.

Responsibilities

Design and develop scalable configurations and integrations on NICE ContactEngine to automate customer communication journeys and improve interaction efficiency across multiple channels. Implement robust call recording and quality management solutions using NICE Engage to ensure compliant high quality customer interactions that align with regulatory and organizational standards. Configure and customize NICE Cxone components including routing flows reporting views and dashboards to optimize contact center performance and operational transparency.

Collaborate with product owners business analysts and operations teams to translate user stories and functional needs into detailed technical designs and implementation tasks. Create reusable components scripts and configuration patterns that standardize solution delivery across projects and reduce future implementation effort. Analyze system logs performance indicators and error trends within NICE platforms to identify root causes and implement sustainable corrective actions.

Coordinate and execute unit testing integration testing and user acceptance support to ensure that each release delivers stable and reliable functionality. Develop and maintain technical documentation for configurations integrations and support procedures so that knowledge is easily shared within the team and support functions. Work closely with security and compliance stakeholders to ensure that NICE solution configurations follow data protection privacy and audit requirements in all supported regions.

Partner with contact center operations to fine tune routing strategies interaction flows and reporting so that service levels handle time and customer satisfaction are consistently improved. Engage in code reviews configuration reviews and peer learning sessions to maintain high quality standards and encourage continuous improvement within the team. Estimate effort for change requests and projects provide progress updates and manage risks so that deliveries meet agreed schedules and expectations.

Adapt existing NICE configurations to suit automotive industry specific scenarios such as dealer networks service appointments and connected vehicle support when applicable.

Qualifications

Demonstrate professional experience of at least five years in software development or platform engineering with a strong focus on enterprise contact center solutions. Show proven hands on expertise working with NICE ContactEngine including configuration of journeys triggers schedules and integrations to downstream systems. Exhibit practical experience with NICE Engage such as call recording setup retention rules search features and quality monitoring workflows.

Display solid implementation experience in NICE Cxone including routing design studio scripting reporting configuration and user management. Apply sound knowledge of integration technologies such as web services application programming interfaces or messaging frameworks to connect NICE platforms with customer systems. Utilize strong skills in troubleshooting performance tuning and incident analysis to restore service quickly and prevent recurring issues.

Communicate clearly with technical and non technical stakeholders documenting decisions and explaining solution behavior in an inclusive and respectful manner. Leverage any exposure to automotive industry processes such as customer care roadside assistance or dealership support to design context aware contact center solutions. Employ good understanding of hybrid working practices including remote collaboration tools secure access methods and distributed team communication.

Maintain awareness of contact center trends workforce engagement concepts and digital channel innovations to propose incremental enhancements over time.