Voice Specialist

IVR Developer (NICE CXone)

Plano, TX

Fulltime

Onsite

Overview

We are seeking an experienced IVR Developer to design, develop, and maintain Interactive Voice Response (IVR) solutions using the NICE CXone platform. This role involves integrating IVR systems with CRMs, databases, and third-party applications to deliver seamless customer experiences.

Key Responsibilities

• Design & Development
• Create, update, and optimize IVR call flows, scripts, and applications using NICE Studio.
• Develop workflows for ACD, IVR, and other CXone modules.
• Integration
• Connect IVR systems with backend databases (SQL/RDBMS), CRMs (e.g., Salesforce), and web services.
• Implement integrations using REST APIs, JavaScript, JSON, and XML.
• Testing & Deployment
• Conduct unit and system integration testing (SIT).
• Support User Acceptance Testing (UAT) and manage deployment processes.
• Troubleshooting & Optimization
• Monitor and resolve issues to ensure high availability and performance of IVR applications.
• Continuously optimize call flows and system performance.
• Collaboration
• Partner with business analysts, QA teams, and cross-functional stakeholders to gather requirements and define functional designs.
• Documentation
• Maintain technical documentation for IVR architecture, configurations, and call flows.

Required Skills & Qualifications

• Experience
• 3–10 years of IVR development experience, with a strong focus on NICE CXone.
• Technical Proficiency
• Expertise in NICE Studio scripting (ACD, IVR, Workflows).
• Proficiency in programming languages such as JavaScript, C#, or Java.
• Knowledge of telecommunication protocols (VoIP, SIP) and CTI integration.
• Familiarity with cloud platforms (AWS, Azure) and CI/CD pipelines is a plus.
• Education
• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Soft Skills
• Strong problem-solving and analytical abilities.