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 - NICE CXOne (Hyderabad)
🏢 Capgemini
📍 Hyderabad