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