Engineer II, Software Dev - Niche skill Call Center/NICE

Overview

Engineer II responsible for operational support, platform reliability, and development on the NICE CXOne contact center platform. The role focuses on improving workflows for customer service representatives and advisors through integrations, automation, observability, and reliable releases.

What you'll do

• Troubleshoot IVR flows, Studio scripts, routing logic, ACD settings, and telephony issues.
• Design, build, test, and deploy CXOne scripts, routing logic, and workflow enhancements.
• Develop CRM, analytics, and other system integrations.
• Implement monitoring, dashboards, alerts, logging, and workflow instrumentation.
• Lead or support incident triage and root-cause analysis.
• Execute controlled changes to call flows, routing, skills, and platform configurations.
• Maintain runbooks, configuration documentation, and technical knowledge assets.

What you'll need

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 3–6 years of experience in contact center technologies, platform engineering, or enterprise application support/development.
• At least 2 years of hands-on NICE CXOne experience with Studio, IVR, ACD, routing, and complex workflow troubleshooting.
• Experience with version control, automated testing, and CI/CD practices.
• Experience with RESTful APIs, OAuth2/OIDC, and JSON/XML.
• Strong skills in Java or JavaScript/TypeScript.
• Ability to use AI-assisted engineering tools and interpret observability data.

Nice to have

• Master’s degree.
• Financial or wealth management industry experience.
• Angular or React experience for agent or operations interfaces.
• .NET/C#, Python, PowerShell, or Node.js experience.
• WebSockets, contact center analytics, CRM/CTI integrations, or regulated-industry experience.

Details

• Location: Hyderabad, India.