Senior Nice Developer

SR NICE DEVELOPER

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.

Development & Engineering

• 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

Production Support & Operations

• 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)

Continuous Improvement

• 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)

Collaboration & Stakeholder Management

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Soft Skills

• 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

Nice to Have

• Experience with omnichannel customer engagement platforms
• Familiarity with telecom protocols (SIP, VoIP)
• Exposure to analytics and reporting tools