NICE CXone Contact Center – Senior Developer

Accendra Health; Maharashtra; Presencial; INR 1 500 000 - 2 500 000; Tempo integral

Resumo da oferta

Accendra Health in India seeks a Senior Developer to work with cross-functional teams to design and implement agency contact center solutions. You will migrate IVR dialer campaigns from AcuCall to NICE CXone and coordinate releases across CRM and data platforms.

You will serve as SME on NICE CXone components (ACD, IVR, auto dialer, omni-channel), build API integrations, and translate business needs into technical specs. Strong stakeholder management and client-facing experience are essential.

Qualificações

• 6+ years of hands-on experience with NICE CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio).
• 4+ years of NICE CXone Studio experience.
• 5+ years developing, maintaining, and troubleshooting webservice API calls.

Responsabilidades

• Coordinate release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Design and migrate IVR dialer campaigns from AcuCall to NICE CXone.

Conhecimentos

NICE CXone

NICE CXone Studio

ProactiveXS

Webservice APIs

Dashboard creation

Salesforce Marketing Cloud

AcuCall

Networking basics

NICE CXone Certification

Ferramentas

AcuCall Platform

Descrição da oferta de emprego

Accendra Health (formerly Owens & Minor, Inc.) is a leading nationwide provider of critical products, technology, and services that support health beyond the hospital for millions of Americans each year. Backed by the industry-leading expertise of our Apria and Byram Healthcare brands, Accendra Health is reimagining the future of home-based care with one of the broadest portfolios of essentials for diabetes, sleep health, wound care, respiratory care, urology, and ostomy. At Accendra Health, we are Bringing Care To Life: connecting patients, providers, and insurers, and delivering innovative solutions that help promote peace of mind and improve quality of life for people living with chronic, complex health conditions.

Role Description:

This is a Senior Developer role working with cross-functional teams and business teams to support and implement agency contact center solutions. Dialer campaigns with integrations to enterprise systems (CRM, Data Platform, etc)

Responsibilities:

• Confident in a client-facing role and possess the ability to manage multiple stakeholders.
• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build call flow designs that interact with backend systems using application program interfaces (API).
• Design and migrate existing IVR dialer campaigns from AcuCall platform to NICE CXone platform
• Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
• Skills based routing design and implementation for voice, chat, email, and SMS contact center technology
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
• Understand business requirements with the ability to translate to technical requirements
• Prepare design documents based on business requirements for the application development
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.
• Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.

Skills:

• 6+ years of hands-on experience of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio)
• 4+ years of hands-on experience of NICE CXone Studio experience
• Working Knowledge of ProactiveXS and CXone Dialer Configurations
• 5+ years of hands-on experience to develop, maintain, and troubleshoot webservice API calls
• Experience in Contact Center Dashboard Creation
• Experience with Salesforce Marketing Cloud
• Experience with AcuCall Contact Center Solutions
• Base knowledge of intersystem networking, and data traffic flow between components.
• NICE CXone Certification.

Work Hours:

• This role requires working in India Standard Time (IST) hours overlapping US hours to ensure seamless collaboration with the US team and stakeholders
• Working hours 2:00 PM - 11:00 PM IST