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