Senior Developer

Job Summary

Senior Developer role with a global organization delivering solutions across the NICE ContactEngine, NICE Engage, and NICE Cxone platforms in a hybrid working model. This position designs, develops, and optimizes contact center solutions to strengthen customer experience. The role values exposure to the automotive industry and supports inclusive, collaborative approaches to problem solving.

Responsibilities

• Design and develop scalable configurations and integrations on NICE ContactEngine to automate customer communication journeys and increase interaction efficiency across multiple channels.
• Implement reliable call recording and quality management solutions using NICE Engage to support compliant, high-quality customer interactions aligned with regulatory and organizational standards.
• Configure and customize NICE Cxone components, including routing flows, reporting views, and dashboards, to optimize contact center performance and improve operational transparency.
• Partner with product owners, business analysts, and operations teams to translate user stories and functional requirements into detailed technical designs and implementation tasks.
• Create reusable components, scripts, and configuration patterns to standardize solution delivery across projects and reduce future implementation effort.
• Review system logs, performance indicators, and error trends within NICE platforms to identify root causes and implement sustainable corrective actions.
• Coordinate and perform unit testing, integration testing, and user acceptance support to ensure each release delivers stable and dependable functionality.
• Develop and maintain technical documentation for configurations, integrations, and support procedures to enable knowledge sharing across the team and support functions.
• Collaborate with security and compliance stakeholders to ensure NICE solution configurations meet data protection, privacy, and audit requirements across all supported regions.
• Work with contact center operations to fine tune routing strategies, interaction flows, and reporting so that service levels, handling time, and customer satisfaction are consistently improved.
• Participate in code reviews, configuration reviews, and peer learning sessions to maintain high-quality standards and drive continuous improvement within the team.
• Estimate effort for change requests and projects, provide progress updates, and manage risks to ensure deliveries meet agreed schedules and expectations.
• Adapt existing NICE configurations to support 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.
• Provide proven hands-on experience with NICE ContactEngine, including configuring journeys, triggers, schedules, and integrations to downstream systems.
• Show practical experience with NICE Engage, including call recording setup, retention rules, search features, and quality monitoring workflows.
• Demonstrate 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.
• Use strong troubleshooting, performance tuning, and incident analysis skills to restore service quickly and prevent recurring issues.
• Communicate clearly with both technical and non-technical stakeholders, documenting decisions and explaining solution behavior in an inclusive and respectful way.
• Leverage exposure to automotive industry processes, such as customer care, roadside assistance, or dealership support, to design context-aware contact center solutions.
• Apply a good understanding of hybrid working practices, including remote collaboration tools, secure access methods, and communication within distributed teams.
• Maintain awareness of contact center trends, workforce engagement concepts, and digital channel innovations to propose incremental enhancements over time.