Job Summary

Sr Developer position for a global organization working on NICE ContactEngine NICE Engage and NICE Cxone platforms in a hybrid model. Role focuses on designing developing and optimizing contact center solutions that enhance customer experience. The position values automotive industry exposure and promotes inclusive team-oriented problem solving.

Responsibilities

- Design and develop scalable configurations and integrations on NICE ContactEngine to automate customer communication journeys and improve interaction efficiency across multiple channels.
- Implement robust call recording and quality management solutions using NICE Engage to ensure compliant high quality customer interactions that align with regulatory and organizational standards.
- Configure and customize NICE Cxone components including routing flows reporting views and dashboards to optimize contact center performance and operational transparency.
- Collaborate with product owners business analysts and operations teams to translate user stories and functional needs into detailed technical designs and implementation tasks.
- Create reusable components scripts and configuration patterns that standardize solution delivery across projects and reduce future implementation effort.
- Analyze system logs performance indicators and error trends within NICE platforms to identify root causes and implement sustainable corrective actions.
- Coordinate and execute unit testing integration testing and user acceptance support to ensure that each release delivers stable and reliable functionality.
- Develop and maintain technical documentation for configurations integrations and support procedures so that knowledge is easily shared within the team and support functions.
- Work closely with security and compliance stakeholders to ensure that NICE solution configurations follow data protection privacy and audit requirements in all supported regions.




- Partner with contact center operations to fine tune routing strategies interaction flows and reporting so that service levels handle time and customer satisfaction are consistently improved.
- Engage in code reviews configuration reviews and peer learning sessions to maintain high quality standards and encourage continuous improvement within the team.
- Estimate effort for change requests and projects provide progress updates and manage risks so that deliveries meet agreed schedules and expectations.
- Adapt existing NICE configurations to suit automotive industry specific scenarios such as dealer networks service appointments and connected vehicle support when applicable.

Qualifications

- Demonstrate professional experience of at least five years in software development or platform engineering with a strong focus on enterprise contact center solutions.
- Show proven hands on expertise working with NICE ContactEngine including configuration of journeys triggers schedules and integrations to downstream systems.
- Exhibit practical experience with NICE Engage such as call recording setup retention rules search features and quality monitoring workflows.
- Display solid implementation experience in NICE Cxone including routing design studio scripting reporting configuration and user management.
- Apply sound knowledge of integration technologies such as web services application programming interfaces or messaging frameworks to connect NICE platforms with customer systems.
- Utilize strong skills in troubleshooting performance tuning and incident analysis to restore service quickly and prevent recurring issues.
- Communicate clearly with technical and non technical stakeholders documenting decisions and explaining solution behavior in an inclusive and respectful manner.
- Leverage any exposure to automotive industry processes such as customer care roadside assistance or dealership support to design context aware contact center solutions.
- Employ good understanding of hybrid working practices including remote collaboration tools secure access methods and distributed team communication.
- Maintain awareness of contact center trends workforce engagement concepts and digital channel innovations to propose incremental enhancements over time.

📌 Sr. Developer (Chennai)
🏢 Cognizant
📍 Chennai