Contact Center Developer - NICE CXOne

Capgemini; Hyderabad; On-site; INR 1,200,000 - 1,700,000; Full time

Job summary

Capgemini is seeking a skilled Contact Center Developer with hands-on CCaaS experience to design, develop, and optimize IVR solutions, integrations, and contact center workflows for superior customer experiences.

The role involves building IVR call flows, configuring HOO and routing, and delivering analytics through reports and dashboards, while collaborating with clients and vendors to ensure seamless platform operation and continuous improvement.

Qualifications

• 4+ years of CCaaS experience with NICE CXOne
• Hands-on experience with IVR design and configuration
• Experience with REST API integrations
• CRM integration and screen-pop functionality

Responsibilities

• Design and develop IVR call flows using CCaaS platforms
• Configure Hours of Operation, skills, and priority routing
• Develop and consume REST APIs for integrations
• Integrate agent toolbar features with CRM
• Perform unit testing of IVR and integrations
• Develop reports and dashboards for operational insights
• Load and manage historical ACD data for forecasting
• Extract data via APIs into data platforms
• Troubleshoot call routing and platform issues
• Collaborate with clients and vendors to resolve platform issues
• Contribute to architecture, design, and development as SME
• Participate in end-to-end lifecycle from design to production
• Mentor developers, do code reviews, ensure quality and security
• Participate in Agile ceremonies

Skills

CCaaS platforms

NICE CXOne

IVR design

REST APIs

CRM integration

Jira

Agile/Scrum

Reports & dashboards

Tools

NICE CXOne Studio

Genesys Architect

Postman

CRM systems

Job description

We are seeking a skilled Contact Center Developer with hands-on experience in leading CCaaS platforms such as NICE CXOne, . The role involves designing, developing, and optimizing IVR solutions, integrations, and contact center workflows to deliver seamless customer experiences.

Key Responsibilities

• Design and develop IVR call flows using platforms like NICE CXOne Studio, Genesys Architect, or similar low-code/no-code tools
• Configure contact center parameters such as Hours of Operation (HOO), skills, priority routing, and call flows
• Develop and consume REST APIs for integration with third-party systems and business applications
• Integrate agent toolbar functionalities and embed them within CRM systems
• Perform unit testing of IVR and integration components using tools like Postman
• Develop and maintain reports and dashboards for operational insights
• Load and manage historical ACD data for forecasting and analytics
• Extract and integrate data using out-of-the-box APIs into enterprise data platforms/data lakes
• Troubleshoot and resolve call routing and platform issues
• Collaborate with clients and vendors (e.g., NICE, Genesys, Amazon) to resolve platform-related issues
• Contribute to technical architecture, detailed design, and development as an SME on CCaaS platforms
• Participate in end-to-end application lifecycle from design to production deployment
• Mentor junior developers, provide code reviews, and ensure best practices in quality and security
• Actively participate in Agile ceremonies (daily scrums, sprint planning, status updates)

Must-Have Skills :

• 4 years to 15 years of experience in CCaaS platforms ( NICE CXOne, ) including configuration and customization
• Hands-on experience in:
• Workforce Management (WFM)
• Reports & Dashboards
• Experience in CRM integration and customer screen-pop functionality
• REST API integrations
• Working knowledge of Jira and Agile/Scrum methodologies