NICE CXone Developer

Industry: Regulated Public Utility
Duration: 6-Month Contract
Location: Remote with travel to the client site in St Louis MO as required
Start Date: Immediate

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.

• 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.

• 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 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.

• NICE CXone enhancements are delivered accurately and on schedule.
• IVR routing and integration defects are resolved with minimal business disruption.
• Solutions improve system stability customer experience and agent productivity.
• Development and deployment activities follow established technical and security standards.
• Internal teams receive complete documentation and effective knowledge transfer.