The Role:
As a Nice CXOne Developer, you will make an impact by enhancing and optimizing Interactive Voice Response (IVR) systems to deliver seamless customer service experiences. You will be a valued member of the development team and work collaboratively with cross-functional teams, including product and business stakeholders.
Work Model:
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 to 4 days a week in a client or Cognizant office in Dearborn - MI. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
In this role, you will:
· Develop and enhance IVR systems using NICE CXone Studio.
· Design, implement, and test Studio Scripting logic and workflows.
· Integrate REST APIs with the IVR system for data exchanges and third-party integrations.
· Troubleshoot and resolve issues related to IVR systems and integrations.
· Optimize IVR performance and user experience through continuous monitoring and improvement.
What you need to have to be considered:
· NICE CXone Scripting skills, NICE CCaaS experience.
· 6+ years' experience with NICE CXone suite of products including hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows.
· 6+ years of experience with CXone Studio scripting and advanced contact routing.
· Strong knowledge of contact center KPIs, workforce optimization, AI/IVR integrations, and quality management tools.
· Solid understanding of REST APIs and experience integrating with Web Services.
· Strong knowledge of CCaaS architecture and network infrastructure.
Work Authorization:
Cognizant will consider applicants for this position who are legally authorized to work in the United States without the need of employer sponsorship.
Salary and Other Compensation:
The annual salary for this position is between $112,000 - $130,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits:
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
