Sr Software Engineer - Niche skill Call Center/NICE

LPL Financial Global Capability Center; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

LPL Financial Global Capability Center in Hyderabad is seeking a Senior CXOne Developer to innovate on the NICE CXOne platform. The role involves designing and delivering new functionalities, enhancing customer service experiences, and collaborating cross-functionally in an Agile environment. Candidates should have a Bachelor's degree in Computer Science or a related field, with 6–9 years of relevant experience and proficiency in Java, JavaScript, and RESTful APIs. Join us to build cutting-edge solutions and redefine customer engagement.

Qualifications

• 6–9 years in software/platform engineering (contact center or enterprise apps).
• 3+ years hands-on with NICE CXOne or comparable CCaaS/IVR/ACD platform.
• Practical DevOps experience: CI/CD pipelines, automated testing.

Responsibilities

• Design and deliver new functionality on the NICE CXOne platform.
• Collaborate across engineering, product, and operations.
• Build, test, and deploy Studio workflows for voice and chat.

Skills

Java

JavaScript

RESTful APIs

NICE CXOne

TypeScript

Education

Bachelor’s degree in Computer Science or related field

Tools

CI/CD pipelines

GitHub Copilot

Job description

What if you could build a career where ambition meets innovation?

At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.

Join us as we create something extraordinary together.

Summary

We are seeking a Senior CXOne Developer to design and deliver new functionality on the NICE CXOne platform while elevating stability, observability, and release quality. You will collaborate across engineering, product, and operations to enhance the experience of our Customer Service Representatives and the Advisors who depend on LPL. You will ship reliable, well‑instrumented solutions—spanning voice and chat—and uphold DevOps/CI/CD practices in a lean, Agile environment.

Primary Responsibilities

CXOne Development & Delivery

• Build, test, and deploy Studio workflows for voice and chat, including routing logic, Agent Assist actions, and IVR/digital flows.
• Develop reusable components and integrations (CRM, analytics, AI/knowledge) using REST, OAuth2/OIDC, and JSON/XML.
• Harden the foundation by reducing script sprawl—standardize patterns and favor a configuration‑over‑code (dynamic) approach where feasible (templates, shared modules, parameter‑driven behaviors).

Chat & Digital Interaction Enablement

• Implement BYOC chat by developing middleware that connects external chat platforms to CXOne Digital Experience (callbacks, auth, events) and route via skills and default Studio scripts.
• Embed first‑party chat using the CXOne Chat Web SDK (TypeScript) to enable threads, events, attachments, OAuth, and custom UI.

AI‑Assisted CX (RTIG & AutoSummary)

• Configure Real‑Time Interaction Guidance and AutoSummary for voice and chat via Studio and Agent Assist Hub.
• Validate AI outputs (prompts, summaries, sentiment, intents) and integrate with CRM and analytics workflows.

Platform Reliability, Observability & DevOps

• Implement dashboards, alerts, and logging; define and measure SLIs/SLOs (latency, routing accuracy, delivery/read events).
• Partner with DevOps/QA to maintain CI/CD pipelines, automated tests, and consistent release practices.

Incident Response & Cross‑Team Collaboration

• Troubleshoot production issues across IVR, routing, digital messaging, and integrations; drive RCA and permanent fixes.
• Work with engineering, product, and operations to define requirements, acceptance criteria, and data‑driven success measures.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 6–9 years in software/platform engineering (contact center, enterprise apps, or adjacent).
• 3+ years hands‑on with NICE CXOne or comparable CCaaS/IVR/ACD platform (e.g., Amazon Connect, Genesys).
• Strong in at least one: Java or JavaScript/TypeScript (backend services, integrations, or SDK‑based extensions).
• Proficiency with RESTful APIs, OAuth2/OIDC, JSON/XML; familiarity with event‑driven patterns and WebSockets for real‑time use cases.
• Demonstrated delivery of RTIG/Agent Assist in Studio (profile assignment; conditional profile selection via SNIPPET) and AutoSummary setup for voice/digital.
• Practical DevOps experience: CI/CD pipelines, automated testing, deployment workflows, version control best practices.
• Ability to implement observability (dashboards, alerts, logging/tracing) and measure outcomes with clear KPIs.
• Demonstrated ability—and strong aptitude—to use AI‑assisted engineering tools (e.g., GitHub Copilot, Cursor) to improve productivity, code quality, and troubleshooting speed.

Preferred Qualifications

• BYOC integration experience: middleware bridging external chat platforms with CXOne Digital (callbacks, auth, POC provisioning).
• Experience embedding the CXOne Chat Web SDK (TypeScript) and customizing client chat UX (threads, events, OAuth, attachments).
• Experience with Angular or React for agent/ops extensions; .NET/C#, Python, Node.js, or PowerShell for automation/integration tooling.
• Familiarity with SRE practices (error budgets, resilience testing) and cloud fundamentals.
• CRM/CTI experience (e.g., Dynamics 365), WFM/reporting, and regulated industry environments.

LPL Global Business Services, LLP - PRIVACY POLICY