NICE CXone Developer

WHO WE ARE:
Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop.

WHAT WE DO:
We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA. We service clients in SLED (state/local gov't & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.

Industry: Regulated Public Utility
Duration: 6-Month Contract
Location: Remote with travel to the client site in St Louis, MO as required
Start Date: Immediate

Position Overview

We are seeking an experienced NICE CXone Developer to support a recently implemented NICE CXone contact center platform for a large regulated public utility. This individual will provide hands-on development, integration, enhancement, and post-implementation stabilization support.

The ideal candidate has strong NICE CXone Studio development experience and can design and enhance IVR applications, call-routing workflows, automation, APIs, and integrations with enterprise customer-service systems. This is a technical development role requiring close collaboration with contact center operations, business stakeholders, architects, testers, and application support teams.

Key Responsibilities

NICE CXone Development

• Design, develop, test, deploy, and maintain NICE CXone Studio scripts.
• Build and enhance IVR workflows, call flows, prompts, menus, queues, skills, routing logic, and self-service capabilities.
• Configure and customize NICE CXone ACD functionality to support evolving contact center requirements.
• Develop reusable components and standardized development practices for CXone solutions.
• Troubleshoot complex scripting, routing, performance, and production issues.

Integrations

• Develop and support integrations between NICE CXone and enterprise platforms such as customer information systems, CRM applications, identity solutions, payment platforms, workforce tools, and reporting systems.
• Build and maintain integrations using REST APIs, web services, JSON, authentication protocols, and middleware.
• Support screen pops, customer-data retrieval, transaction processing, and agent-desktop integrations.
• Monitor interface performance and resolve data, connectivity, and integration failures.

Testing and Deployment

• Create technical designs, unit-test plans, test scenarios, and deployment documentation.
• Conduct unit and integration testing and support SIT, UAT, regression testing, and production validation.
• Investigate defects, perform root-cause analysis, and coordinate resolutions with functional and technical teams.
• Support release planning, code promotion, configuration migration, and production deployments.
• Provide hypercare and post-release stabilization support.

Production Support and Optimization

• Monitor solution performance and identify opportunities to improve call routing, containment, agent productivity, and customer experience.
• Resolve incidents and service requests while maintaining appropriate technical documentation.
• Analyze logs, call traces, routing outcomes, and system behavior to diagnose issues.
• Recommend platform enhancements, automation opportunities, and development standards.
• Support NICE CXone platform upgrades and release-impact assessments.

Collaboration and Documentation

• Work with contact center leadership and business SMEs to translate requirements into scalable technical solutions.
• Collaborate with architects, administrators, integration developers, testers, security teams, and third-party vendors.
• Participate in requirements, design, defect-triage, release-readiness, and operational-support meetings.
• Maintain technical specifications, integration documents, script inventories, configuration records, and support procedures.
• Provide knowledge transfer and technical guidance to internal support teams.

Required Qualifications

• 3+ years of hands-on NICE CXone development experience.
• Strong experience developing and maintaining NICE CXone Studio scripts.
• Demonstrated experience with IVR development, ACD configuration, skills-based routing, queues, call flows, and agent interactions.
• Experience integrating NICE CXone with CRM, CIS, or other enterprise applications.
• Proficiency with REST APIs, web services, JSON, authentication, and integration troubleshooting.
• Experience supporting a complete development lifecycle, including technical design, development, unit testing, SIT, UAT, deployment, and hypercare.
• Strong defect resolution, root-cause analysis, and production-support capabilities.
• Ability to communicate effectively with technical teams, business stakeholders, vendors, and contact center leadership.
• Ability to work independently in a remote delivery environment and travel to the client site as required.

Preferred Qualifications

• NICE CXone certification or formal NICE CXone development training.
• Experience supporting NICE CXone following a new implementation or major migration.
• Experience with CXone Agent, MAX, Digital Experience, Workforce Management, Quality Management, Interaction Analytics, or Recording.
• Knowledge of CXone reporting, dashboards, data feeds, or Direct Data Access.
• Experience with JavaScript, C#, SQL, or related integration technologies.
• Familiarity with CI/CD, source control, release management, and development-governance practices.
• Contact center experience within a regulated electric, gas, or water utility.
• Understanding of utility customer-service processes, including service requests, billing inquiries, payments, outages, emergencies, and collections.

Success Measures

• NICE CXone enhancements are delivered accurately and on schedule.
• IVR, routing, and integration defects are resolved with minimal business disruption.
• Solutions improve system stability, customer experience, and agent productivity.
• Development and deployment activities follow established technical and security standards.
• Internal teams receive complete documentation and effective knowledge transfer.

Pay rate:

Please click on the link below for our company benefits
https://docs.google.com/document/d/1q2mHf0U1akaC1ZKC65-VyyG3FrKBGNCahx3WpS2mj7M/edit?usp=sharing

DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.