NICE CXone Development Lead

Experience: 8–12 Years
Remote Work Possibility: No

Role Summary

We are seeking an experienced NICE CXone Development Lead who can provide hands-on technical leadership, solution design, and delivery ownership on the NICE CXone platform.

The role requires deep expertise in CXone configuration, IVR/Studio development, Workforce Management (WFM), Workforce Engagement Management (WEM), integrations, and AI-enabled customer experience (CX) features. The candidate should be able to mentor teams and drive best practices across complex contact center implementations.

Key Responsibilities

• Own technical architecture, detailed design, and development on the NICE CXone platform.

• Act as a hands-on Subject Matter Expert (SME) and technical lead, contributing directly to configuration, scripting, and solution development.

• Design and deliver end-to-end CXone solutions, including:

  • IVR/Studio call flows.

  • Omnichannel workflows.

  • CRM-embedded agent experiences.

• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security.

• Collaborate with business stakeholders, architects, and delivery teams to understand requirements and design target-state solutions.

• Lead integration design and implementation, including CRM screen pops and REST API-based integrations.

• Conduct code and configuration reviews to ensure quality, maintainability, and security.

• Coach and mentor developers and provide technical guidance across the team.

• Contribute to architecture plans, estimates, and delivery timelines.

• Support change management and release initiatives related to CXone platform enhancements.

Must-Have Skills and Experience

• 8 years of experience in Contact Center as a Service (CCaaS) platforms, with a strong focus on NICE CXone.

• 5 years of hands-on experience with:

  • NICE IVR/Studio scripting.

  • Workforce Management (WFM) and Workforce Engagement Management (WEM).

  • Reports and dashboards.

  • JavaScript and scripting within CXone.

• Experience with CRM-embedded CXone agent functionality, screen pops, and customer journey integrations.

• 2 years of hands-on experience with REST API-based CRM integrations.

• Strong understanding of AI/ML capabilities within NICE CXone and AI-led customer experience use cases.

• NICE Advanced Certifications are preferred.

• Strong knowledge of Agile delivery methodologies, Jira, and Scrum.

• Excellent communication, documentation, and presentation skills.

Nice-to-Have Skills

• Experience with NICE Quality Management (QM).

• Exposure to large enterprise or multi-region CXone deployments.

• Experience working in high-availability and regulated environments.

Key Competencies

• Strong technical ownership and solution-oriented mindset.

• Ability to lead by hands-on example.

• Clear communication with technical and non-technical stakeholders.

• Quality-focused approach with strong design discipline.