NICE CXOne Software Developer

About the position

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. This position is 100% work at home.

Responsibilities
• Designs & Develops NICE CXOne self-service DTMF, ASR & NLU applications
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• Maintains add-on applications & API services
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• Analyzes business requirements. Designs, develops, tests, deploys and monitors NICE CXOne applications
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• Collaborates with End users and other IT team members to understand business requirements and drive the analysis and design of quality technical solutions.
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• Drives the requirements using input documents such as: Meetings, BRD, Jira, & Service Now ticketing system
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• Creates and maintains comprehensive documentation (call flows, scripting, Integration & training docs)
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• Stays updated with latest NICE CXOne announcements, releases & features

Requirements
• 5+ years of experience in software design and development, with a focus on contact center technology solutions such as IVR automation, chatbots, voice bots, custom interfaces, etc.
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• Hands-on Experience in NICE inContact CXOne (Omnichannel), RingCentral, UserHub, WFM, WFI, Agent Scripting cloud contact center products is a must
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• Minimum of 3 years of experience working in Nice CXOne Studio and proficiency in using the platform to create, customize, and test customer engagement workflows
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• Hands-on experience with dialer scripting (agent and agentless) and methods – preview, progressive, predictive
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• Experience of Telephony integration using Channel Integration framework (CIF)
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• Understanding of dispositioning, tags, and ACW
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• Proficiency in programming languages such as Java, JavaScript, Python, or Node.js
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• Strong hands-on experience for technologies such as RESTful API, JSON, SQL is preferred
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• Bachelor’s degree in information technology or related field is required
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• Certification in NICE CXOne Cloud is required
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• US citizen or Green Card holder
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• Must be able to work full-time in the United States
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• Candidate would need to pass Federal security checks as required by the client

Nice-to-haves
• Experience with Agent for CRM, Max client
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• Knowledge of PC Dialer, ProActive XS, & CXone Attendant, WFM, QM/QMA
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• Understanding of Google Cloud and components involved
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• Experience in integration with connectors for SalesForce and Oracle is a plus

Benefits
• Paid Training
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• Competitive Wages
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• Full Benefits (Medical, Dental, Vision, 401k and more)
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• Paid Time Off
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• Employee wellness and engagement programs