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

LPL Financial Global Capability Center; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

LPL Financial Global Capability Center is hiring a CXOne Platform Engineer & Developer in Hyderabad, India. The role involves operational support, designing and building new functionalities for the NICE CXOne platform, and enhancing platform reliability. Candidates should have a Bachelor’s degree in Computer Science or related field, with 3–6 years of experience in contact center technologies and 2+ years of experience with NICE CXOne. This position requires strong development skills and collaboration across multiple teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or Engineering.
• 3–6 years of experience in contact center technologies or platform engineering.
• 2+ years hands-on experience with NICE CXOne and troubleshooting workflows.

Responsibilities

• Provide operational support for the NICE CXOne platform.
• Design, build, and deploy enhancements and integrations.
• Collaborate with engineering, product, and operations teams.

Skills

NICE CXOne

Java or JavaScript/TypeScript

RESTful APIs

Cloud/microservices concepts

GitHub Copilot

Education

Bachelor’s degree in Computer Science, IT, Engineering

Tools

Git

PowerShell

Node.js

Job description

Summary

We are seeking a CXOne Platform Engineer & Developer to provide hands‑on operational support and design/build new functionality on the NICE CXOne platform. This role blends day‑to‑day support, platform reliability, and engineering‑led enhancements to improve the experiences of our Customer Service Representatives and the Advisors who depend on LPL. You will collaborate across engineering, product, and operations teams; operate independently in a lean environment; and deliver reliable, well‑instrumented solutions aligned to Agile and SDLC practices.

Scope Of Work / Responsibilities

• Operational Support & Troubleshooting
  • Troubleshoot IVR flows, Studio scripts, routing logic, ACD settings, and telephony issues.
  • Act as an escalation point for complex incidents and break/fix efforts.
• Platform Reliability, Uptime & Performance
  • Perform health checks, configuration reviews, and performance monitoring.
  • Implement improvements that enhance stability, resilience, and scalability.
• Development & New Functionality
  • Design, build, test, and deploy Studio scripts, routing logic, and workflow enhancements.
  • Develop integrations with CRM, analytics, and other systems; create reusable components and automation.
  • Work with engineering and DevOps teams to support automated builds, validations, and deployment workflows.
• Observability, Monitoring & Measurement
  • Implement dashboards, alerts, logging, and workflow instrumentation.
  • Define SLIs/SLOs and use performance data to drive continuous improvement.
• Incident & Problem Management
  • Lead or support incident triage and root‑cause analysis.
  • Drive long‑term fixes that reduce recurrence and improve recovery times.
• Change & Release Execution
  • Execute updates to call flows, routing, skills, and platform configurations via controlled change processes.
  • Support CI/CD pipelines, automated testing, and deployment processes for reliable releases.
• Cross‑Platform Coordination
  • Collaborate with engineering, product, and operations teams to ensure workflow continuity.
  • Ensure tagging, integrations, and routing align with standards and architectural guidelines.
• Documentation & Knowledge Transfer
  • Maintain runbooks, configuration documentation, and technical knowledge assets.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3–6 years of experience in contact center technologies, platform engineering, or enterprise application support/development.
• 2+ years hands‑on experience with NICE CXOne (Studio, IVR, ACD, Routing) and troubleshooting complex contact center workflows.
• Demonstrated ability—and strong aptitude—to use AI‑assisted engineering tools (e.g., GitHub Copilot, Cursor, or similar) to improve productivity, code quality, and troubleshooting speed.
• Experience with version control, automated testing, and CI/CD practices for deploying scripts, integrations, and configuration changes.
• Proficiency with RESTful APIs, OAuth2/OIDC, and common data formats (JSON/XML) for building/consuming integrations.
• Working knowledge of cloud/microservices concepts (latency, scaling, resiliency) and real‑time event considerations.
• Strong in at least one of: Java or JavaScript/TypeScript for backend services, integrations, or SDK‑based extensions.
• Ability to ensure observability and measurability across workflows (tagging, metrics, dashboards, alerts) and to interpret data for decision‑making.
• Ownership mindset; operates effectively in a lean engineering structure with clear, consistent delivery.

Preferred Qualifications

• Experience with Angular or React for agent/operations UI extensions (CXOne Agent SDK or embedded web apps).
• .NET/C#, Python, PowerShell, or Node.js experience for automation, integrations, and internal tooling.
• Familiarity with WebSockets/event‑driven patterns for real‑time agent state and live dashboards.
• CI/CD pipelines, automated testing, and SDLC best practices; experience modernizing legacy components.
• Contact center analytics/reporting experience (designing dashboards, interpreting WFM/ACD data).
• Experience in regulated industries; exposure to CRM/CTI integrations (e.g., Dynamics 365) and knowledge/AI solutions.