Software Development Senior Analyst

Job Title: InContact (NICE CXone) Developer
Job Summary
We are seeking a skilled InContact (NICE CXone) Developer to design, develop, and support contact center solutions using the NICE CXone (formerly NICE inContact) platform. The role focuses on IVR/ACD scripting, call routing logic, integrations, and ongoing support to ensure high-quality customer engagement and operational efficiency.

Key Responsibilities
Design, develop, test, and maintain IVR and call routing scripts using NICE CXone Studio.
Configure and support ACD skills, contact flows, call queues, priority routing, and schedules.
Develop intelligent routing logic based on business rules such as time-of-day, ANI, DNIS, skill priority, customer attributes, and CRM data.
Integrate NICE CXone with external systems using REST APIs, web services, and data dips.
Support omni-channel contact flows including voice, chat, email, SMS, and digital channels (where applicable).
Troubleshoot and resolve production issues related to call flows, routing failures, and integrations.
Collaborate with business stakeholders, contact center operations, and IT teams to gather requirements and deliver solutions.
Configure prompts, menus, error handling, and failover logic to ensure a smooth caller experience.
Support platform upgrades, enhancements, and new feature implementations.
Create and maintain technical documentation, flow diagrams, and operational runbooks.
Participate in on-call or production support rotations as required.
Required Skills & Qualifications
3-7+ years of experience working with NICE CXone (InContact).
Strong hands-on experience with NICE CXone Studio scripting.
Solid understanding of contact center concepts:
ACD, IVR, skill-based routing
Call flows, call events, and reporting basics
Experience with REST APIs, JSON, and HTTP-based integrations.
Knowledge of telephony fundamentals (ANI, DNIS, SIP, call states).
Experience with business hours routing, holiday schedules, and failover logic.
Strong troubleshooting and problem-solving skills.
Good communication skills to work with technical and non-technical stakeholders.