CCaaS Application Developer

Ford Business Solutions; Chennai District; On-site; INR 4,000,000 - 6,400,000; Full time

Job summary

Ford Business Solutions in Chennai, India seeks a seasoned TPM/Solution Architect to lead NICE CXone migrations and integration projects. You will define end-to-end integration requirements, collaborate with engineering, and manage the migration lifecycle from discovery to hypercare.

You will design secure SIP/VoIP connectivity, map legacy IVR flows to CXone scripts, and drive cross-functional work with telephony and CRM teams. A strong Agile background is essential.

Qualifications

• 5+ years as TPM or Solution Architect in telecom/contact center.
• 3+ years leading NICE CXone migrations and configurations.
• Deep understanding of NICE CXone suite including Studio routing, ACD, IVR, Omnichannel, and Analytics.

Responsibilities

• Define integration requirements between NICE CXone and core business apps using CXone APIs and connectors.
• Collaborate with engineering to leverage CXone REST APIs for real-time data feeds and automation.
• Act as the primary technical PM for migration lifecycle: discovery, design, config, test, deployment, and hypercare.
• Partner with telephony and network teams to design secure SIP/VoIP connectivity and WebRTC configurations.
• Map legacy IVR flows and queues into optimized NICE CXone scripts.

Skills

NICE CXone expertise

CXone migrations

APIs REST/SOAP

SIP/VoIP/WebRTC

CRM integration

Agile/Scrum

Cloud CCaaS migration

Studio routing/IVR

Education

Bachelor's degree in CS/IT/Engineering

Tools

NICE CXone Studio

Salesforce Open CTI

Job description

• Define integration requirements between NICE CXone and core business applications (e.g., Salesforce, MS Dynamics, internal CRMs, and ticketing systems) using CXone APIs and pre-built connectors.
• Collaborate with engineering teams to leverage NICE CXone REST APIs for custom reporting, real-time data feeds, and automation.

• Act as the primary technical product manager for the migration lifecycle: discovery, design, configuration, testing, deployment, and hypercare.
• Partner with telephony and network teams to design secure SIP/VoIP connectivity, WebRTC configurations, and carrier routing strategies within the CXone ecosystem.
• Map legacy IVR call flows, routing scripts, and queue structures into optimized NICE CXone Studio scripts.

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical experience).
• Experience:
  • 5+ years of experience as a TPM, or Solution Architect in the telecom/contact center domain.
  • 3+ years of direct, hands-on experience leading NICE CXone (CCaaS) migrations, implementations, and configurations.
• Technical Expertise:
  • Deep understanding of the NICE CXone suite, including Studio routing, ACD, IVR, Omnichannel (chat, email, SMS, social), and Reporting/Analytics.
  • Proven experience migrating complex, multi-site on-premises contact centers to a cloud environment.
  • Strong knowledge of telecom protocols and networking concepts (SIP, VoIP, WebRTC, MPLS, VPN, firewalls).
  • Experience with API integrations (REST/SOAP) and connecting CCaaS platforms to CRM systems (e.g., Salesforce Open CTI).
• Methodology: Strong experience working in Agile/Scrum frameworks.