Scope of Work

- Develop and enhance NICE CXone IVR (Inbound Voice) and Personal Connection Dialer (Outbound Dialer) solutions.
- Build and maintain inbound call flows, self-service IVR menus, call routing logic, and outbound dialing campaigns.
- Implement new business requirements, enhancements, bug fixes, and production support activities.
- Integrate IVR and dialer applications with external systems, APIs, databases, and CRM platforms as required.
- Participate in Agile ceremonies including sprint planning, daily stand-ups and backlog refinement.
- Analyze and implement user stories, spikes, defects, and change requests managed through Jira.
- Technical Stack – Development and Programming

Contact Center Platform

- NICE CXone / NICE inContact
- Inbound Voice IVR
- Personal Connection Dialer (PC Dialer)
- ACD Routing and Skill Configuration
- API Integrations (REST APIs-Salesforce, Mulesoft)

Agile & DevOps Tools

- Jira for Story, Spike, Defect, and Enhancement Tracking
- Agile Scrum Methodology
- Sprint Planning and Release Management




- Overview of User Stories / Requests

Typical Jira stories and spikes include:

IVR Enhancements

- New menu options and self-service functionality
- Language selection and multilingual support
- Dynamic announcements and holiday messaging
- Skill-based and attribute-based routing changes
- Customer authentication and validation updates

Spikes / Analysis Tasks

- Technical feasibility assessments
- Solution design documentation
- Effort estimation
- Architecture reviews and dependency analysis
- Pre-Onboarding Information A recent team member should have:

Domain Knowledge

- Knowledge of IVR and Dialer concepts
- Understanding of call flow design and routing mechanisms

Technical Knowledge

- NICE CXone Platform fundamentals
- Studio scripting concepts
- REST API integration basics
- JSON and web service concepts
- Jira and Agile process understanding

📌 NICE Scripts (India)
🏢 Cognizant
📍 India