Custom Software Engineer

Overview

Lead the design, architecture, migration and deployment of NICE InContact solutions for enterprise contact center environments, or equivalent platforms such as Genesys Cloud CX, Amazon Connect or Sprinklr, acting as the primary point of contact.

What you'll do

• Lead end-to-end architecture and solution design for NICE InContact deployments.
• Translate business and functional requirements into scalable and maintainable technical solutions.
• Align platform designs with compliance, security and operational standards.
• Oversee the technical implementation of NICE InContact features including voice, chat, email, SMS, IVR, bots, routing strategies and WFM.
• Configure and manage integrations with third-party platforms such as CRM, ERP and databases.
• Serve as the Subject Matter Expert (SME) for NICE InContact and define and enforce best practices in design, configuration and deployment.
• Participate in platform governance, change management and solution lifecycle planning.
• Provide guidance, training and mentoring to internal teams and stakeholders.
• Collaborate with cross-functional teams such as security, network, platform engineering and architecture.
• Stay current with emerging NICE InContact features and industry trends, and proactively recommend and implement improvements to optimize performance and customer experience.
• Troubleshoot complex issues in production and staging environments and support escalation processes.
• Maintain thorough documentation of architecture, designs, configurations and change logs.
• Ensure all solutions meet regulatory, security and privacy standards.

What you'll need

• Proven ability to design, implement and lead complex NICE InContact deployments including voice, IVR, routing and omnichannel.
• Hands-on experience integrating NICE InContact with CRMs (e.g., Salesforce, MS Dynamics), ERP and other third-party platforms via APIs and middleware.
• Ability to translate business requirements into technical designs and work closely with cross-functional teams and clients.
• Digital Channels Specialization.
• Minimum 5 years of experience in Cloud Contact Center Implementation (within a 5-9 year overall range).
• Bachelor's degree in computer science, IT, Engineering or related field, or equivalent experience.
• 15 years full time education.

Nice to have

• CI/CD and DevOps practices, including familiarity with automation pipelines, version control and deployment tools to streamline configuration and testing.
• Experience in regulated industries (e.g., Finance, Healthcare), helpful in ensuring compliance and designing with regulatory standards in mind.
• Certification in NICE InContact, Genesys Cloud Certified Professional or Sprinklr.

Details

• Location: Kolkata.