Contact Center Specialist

We are seeking a Senior Contact Center Engineer with strong hands-on experience developing solutions in NICE inContact / CXone Studio . This role will design, develop, troubleshoot, and support enterprise contact center solutions across IVR and advanced call routing, system integrations, and conversational AI.

Hands-on NICE CXone Studio and call-flow development experience is the primary requirement for this position.

Beyond CXone Studio, successful candidates should bring meaningful depth in either API and enterprise integrations or conversational AI. Strength in either of these areas can complement the required CXone expertise.

This is a senior individual contributor role. We are looking for someone who is hands-on, proactive, curious, and comfortable taking ownership of technical problems. The right person asks questions, investigates how systems work, and challenges an approach when something does not look right rather than simply executing instructions.

What You Will Do

• Design, develop, maintain, and troubleshoot NICE inContact / CXone Studio scripts, IVR workflows, advanced routing logic, and call flows.
• Build contact center workflows that retrieve, use, and exchange data with backend systems, APIs, and enterprise applications.
• Develop and support integrations using REST APIs, JSON, CTI, and related integration patterns.
• Integrate CXone solutions with CRM platforms, enterprise data sources, and third-party systems.
• Design or support conversational AI experiences across voice and digital channels, including virtual agents, voicebots, chatbots, AI-assisted routing, agent-assist capabilities, and automated self-service.
• Translate traditional IVR workflows into conversational experiences that support natural-language interactions, intent recognition, escalation paths, and seamless handoff to live agents.
• Connect conversational AI solutions with contact center platforms, CRM systems, knowledge sources, APIs, and enterprise data.
• Test and validate call flows, integrations, and AI-enabled workflows for expected behavior, performance, scalability, and reliability.
• Evaluate and improve conversational AI experiences using transcripts, customer feedback, containment results, escalation patterns, and quality-monitoring data.
• Ensure AI-enabled contact center solutions meet enterprise expectations for security, privacy, compliance, reliability, accessibility, and responsible AI usage.
• Troubleshoot production issues, monitor system performance, and help maintain highly available contact center services.
• Provide advanced technical support and serve as a subject matter resource for NICE CXone technologies.
• Work with technical and non-technical stakeholders to translate business needs into practical and scalable technical solutions.
• Participate in technical design discussions, code reviews, testing, estimation, planning, and Agile delivery activities.
• Maintain technical documentation, SOPs, training materials, and operational guidance.
• Stay current with emerging contact center and AI technologies and recommend practical improvements where appropriate.
• Collaborate with application, platform, data, AI/ML, architecture, and engineering teams as needed.

Must-Have Qualifications

• 5+ years of experience with contact center technologies, CCaaS platforms, telephony, or related customer-engagement systems.
• At least 3 years of hands-on experience developing NICE inContact / CXone Studio scripts, IVR workflows, and advanced call-routing solutions.
• Demonstrated experience personally designing, building, modifying, troubleshooting, or supporting NICE CXone call flows.
• Ability to clearly explain your own hands-on contributions, including the Studio scripts or workflows you built, the routing logic involved, and how the solution worked.
• Strong understanding of CCaaS platforms and omnichannel contact center operations.
• Hands-on ability to connect CXone workflows to the data, APIs, or enterprise systems needed to support the call flow and troubleshoot those interactions when they fail.
• Meaningful experience in either of the following areas: a) API and enterprise-system integrations; or b) Conversational AI and AI-enabled contact center solutions.
• Strong analytical, troubleshooting, and problem-solving skills across contact-center workflows, integrations, data, and dependent systems.
• Experience participating in technical design discussions with both technical and non-technical stakeholders.
• Strong written and verbal communication skills.
• Experience working in Agile/Scrum delivery environments.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.

Highly Preferred Qualifications

• Meaningful hands-on experience in both API/enterprise integrations and conversational AI.
• Deep experience connecting NICE CXone call flows to REST APIs, backend services, enterprise data sources, databases, or third-party systems.
• Hands-on experience designing or integrating conversational AI solutions such as virtual agents, voicebots, chatbots, agent-assist capabilities, AI-assisted routing, or natural-language self-service.
• Strong understanding of conversational design concepts such as intents, utterances, entities, prompts, fallback handling, confidence thresholds, and escalation design.
• Experience testing AI-enabled or automation-heavy workflows through regression testing, scenario-based testing, edge-case validation, and production monitoring.
• Experience evaluating conversational AI quality using transcripts, containment results, escalation patterns, customer feedback, or related operational metrics.
• Experience implementing AI-enabled capabilities in an enterprise environment.
• Experience providing Tier 3 support or acting as a subject matter expert for NICE CXone or similar enterprise contact center technologies.
• Experience supporting high-availability, business-critical, or enterprise-scale contact center environments.
• Demonstrated ownership, curiosity, and willingness to investigate technical problems, ask effective questions, and push back constructively when an approach creates technical or operational risk.

Nice-to-Have Qualifications

• Broader software engineering or scripting experience using C#, Java, JavaScript, Python, or another programming language. The specific language is flexible.
• Experience with Salesforce, Microsoft Dynamics, or other CRM platforms.
• Experience with CTI integrations beyond the level required for day-to-day CXone workflow development.
• Experience with Genesys, Amazon Connect, Five9, or other enterprise CCaaS platforms in addition to NICE CXone.
• Experience participating in migrations from Genesys, Five9, Amazon Connect, or another contact center platform to NICE CXone.
• Knowledge of AWS, Azure, or other cloud platforms.
• Experience with CI/CD, test-driven development, automated testing, pair programming, or other modern software engineering practices.
• Experience contributing to coding standards, technical standards, development best practices, or continuous-improvement initiatives.
• Experience estimating and planning work throughout the software development lifecycle.

What We Value

We care most about demonstrated hands-on engineering ability.

Strong candidates should be able to explain what they personally built in NICE CXone Studio, how their call flows worked, what routing logic they implemented, how the workflows obtained or exchanged data, which systems they depended on, what problems occurred, and how they diagnosed and resolved them.

Strong NICE CXone Studio development is the foundation for this role. From there, deeper expertise in either integrations or conversational AI can make a candidate successful on the team.