We are seeking a skilled Contact Center Developer with hands-on experience in leading CCaaS platforms such as NICE CXOne, . The role involves designing, developing, and optimizing IVR solutions, integrations, and contact center workflows to deliver seamless customer experiences.

Location : Hyderabad, Bangalore, Pune, Kolkata,Chennai

Key Responsibilities
Design and develop IVR call flows using platforms like NICE CXOne Studio, Genesys Architect, or similar low-code/no-code tools
Configure contact center parameters such as Hours of Operation (HOO), skills, priority routing, and call flows
Develop and consume REST APIs for integration with third-party systems and business applications
Integrate agent toolbar functionalities and embed them within CRM systems
Perform unit testing of IVR and integration components using tools like Postman
Develop and maintain reports and dashboards for operational insights
Load and manage historical ACD data for forecasting and analytics
Extract and integrate data using out-of-the-box APIs into enterprise data platforms/data lakes




Troubleshoot and resolve call routing and platform issues
Collaborate with clients and vendors (e.g., NICE, Genesys, Amazon) to resolve platform-related issues
Contribute to technical architecture, detailed design, and development as an SME on CCaaS platforms
Participate in end-to-end application lifecycle from design to production deployment
Mentor junior developers, provide code reviews, and ensure best practices in quality and security
Actively participate in Agile ceremonies (daily scrums, sprint planning, status updates)

Must-Have Skills :
4 years to 15 years of experience in CCaaS platforms ( NICE CXOne, ) including configuration and customization
Hands-on experience in:
Workforce Management (WFM)
Reports & Dashboards
Studio scripting and JavaScript
Experience in CRM integration and customer screen-pop functionality
REST API integrations
Working knowledge of Jira and Agile/Scrum methodologies

📌 Contact Center Developer (Hyderabad)
🏢 Capgemini
📍 Hyderabad