Job Information
Cognizant NICE CXone Developer in Mississauga, Ontario
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 strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Mississauga, ON. 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:
· Serve confidently in a client-facing role, managing multiple stakeholders effectively.
· Coordinate and Discover, Requirements Gathering, Design, Plan, execute release planning, development, testing, and deployment of IVR flows and Migrations from On-prem Cisco to CCaaS across multiple LOB’s.
· Design and build call flows, chat solutions, and backend system integrations using APIs.
· Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.
· Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.
· Collaborate with the architecture team to design, develop, and integrate APIs.
· Translate business requirements into technical requirements, preparing design documents for application development.
· Provide troubleshooting support and technical assistance for scripting and system issues.
· Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.
· Coordinate issue resolution and communication with technical teams in case of problems.
· Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.
· Act as an SME, guiding team members in designing and achieving requested IVR enhancements
What you need to have to be considered:
· 5+ years of experience with NICE InContact and/or NICE CXone.
· 5+ years of experience working with RESTful Webservices / APIs.
· 3+ years of experience scripting in NICE CXOne Studio.
· Strong conflict management skills with the ability to navigate and resolve issues.
· Excellent organizational communication skills, both written and verbal.
· Proven ability to collaborate and work effectively in a team environment.
· Experience in creating contact center dashboards.
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
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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.