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

📌 Contact Center Developer (Hyderabad)
🏢 Capgemini
📍 Hyderabad