Senior Developer

Job Summary

Senior Developer role with a global organization, supporting the NICE ContactEngine, NICE Engage, and NICE Cxone platforms in a hybrid work model. This position designs, develops, and optimizes contact center solutions to enhance the customer experience. The role values exposure to the automotive industry and promotes inclusive, collaborative problem solving.

Responsibilities

• Design and develop scalable configurations and integrations on NICE ContactEngine to automate customer communication journeys and enhance interaction efficiency across multiple channels.
• Implement robust call recording and quality management solutions using NICE Engage to ensure 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 needs into detailed technical designs and implementation tasks.
• Create reusable components, scripts, and configuration patterns that standardize solution delivery across projects and reduce future implementation effort.
• Analyze system logs, performance indicators, and error trends within NICE platforms to determine root causes and implement sustainable corrective actions.
• Coordinate and execute unit testing, integration testing, and user acceptance support to ensure each release delivers stable and reliable functionality.
• Develop and maintain technical documentation for configurations, integrations, and support procedures to enable easy knowledge sharing across the team and support functions.
• Work closely with security and compliance stakeholders to ensure NICE solution configurations meet data protection, privacy, and audit requirements across all supported regions.
• Collaborate with contact center operations to fine tune routing strategies, interaction flows, and reporting to consistently improve service levels, handling time, and customer satisfaction.
• Participate in code reviews, configuration reviews, and peer learning sessions to maintain high quality standards and support 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 where 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.
• Prove hands on experience working with NICE ContactEngine, including configuration of 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 manner.
• Leverage exposure to automotive industry processes such as customer care, roadside assistance, or dealership support to design context aware contact center solutions.
• Demonstrate good understanding of hybrid working practices, including remote collaboration tools, secure access methods, and distributed team communication.
• Maintain awareness of contact center trends, workforce engagement concepts, and digital channel innovations to propose incremental enhancements over time.