Contact Center Software Engineer (NICE CXone)

bswift; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

bswift LLC is seeking a Contact Center Software Engineer in Bengaluru to design, develop, and support IVR, digital chat, and contact center solutions. You will work across contact center platforms, API integrations, routing workflows, and application development to deliver seamless customer experiences.

You will collaborate with Telephony, Salesforce, Development, and WFM teams, participate in Agile processes, and contribute to cross-platform integrations and enhancements across multiple systems.

Qualifications

• 3-5 years of experience in Contact Center, IVR, Telephony, CCaaS, or Software Development.
• Experience with platforms such as NICE CXone, Genesys Cloud, Amazon Connect, Twilio, Five9, or similar.
• Experience with IVR development, call routing, queues, ACD, digital chat, or voicebot solutions.
• Knowledge of REST APIs, JSON, and system integrations.

Responsibilities

• Develop and maintain IVR, digital chat, and routing solutions using NICE CXone or equivalent contact center platforms.
• Build and troubleshoot integrations using REST APIs, JSON, and web services.
• Configure and support call routing, queues, skills, telephony workflows, and agent-assist solutions.
• Collaborate with Telephony, Salesforce, Development, and WFM teams on new client implementations and initiatives.
• Support application enhancements, integrations, and issue resolution across multiple systems.
• Participate in Agile development processes and Git-based workflows.

Skills

Contact Center

IVR

Telephony

CCaaS

Software Development

REST APIs

JSON

System Integrations

Salesforce

AWS

DynamoDB

Conversational AI

Tools

NICE CXone

Genesys Cloud

Amazon Connect

Twilio

Five9

Job description

We are looking for a Contact Center Software Engineer to help design, develop, and support IVR, digital chat, and contact center solutions. You will work across contact center platforms, API integrations, routing workflows, and application development to deliver seamless customer experiences.

Key Responsibilities

• Develop and maintain IVR, digital chat, and routing solutions using NICE CXone or equivalent contact center platforms.
• Build and troubleshoot integrations using REST APIs, JSON, and web services.
• Configure and support call routing, queues, skills, telephony workflows, and agent-assist solutions.
• Collaborate with Telephony, Salesforce, Development, and WFM teams on new client implementations and operational initiatives.
• Support application enhancements, integrations, and issue resolution across multiple systems.
• Participate in Agile development processes and Git-based workflows.

What We're Looking For

• 3-5 years of experience in Contact Center, IVR, Telephony, CCaaS, or Software Development.
• Hands-on experience with platforms such as NICE CXone, Genesys Cloud, Amazon Connect, Twilio, Five9, or similar.
• Experience with IVR development, call routing, queues, ACD, digital chat, or voicebot solutions.
• Knowledge of REST APIs, JSON, and system integrations.
• Experience with Salesforce, AWS, DynamoDB, or conversational AI platforms is a plus.