Contact Center Developer: NICE CXone & Conversational AI

Reed Elsevier Philippines; Quezon City; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid work

IT Equipment provided

HMO coverage

Retirement plan

Life and Accident Insurance

PTO 24 days

Merit-based raise

Training & certs

Job summary

Reed Elsevier Philippines is seeking an experienced Contact Center Developer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels. This role will be responsible for building and optimizing customer interaction journeys using NICE CXone (inContact) and Cognigy (NICE Cognigy) or similar platforms.

The ideal candidate has deep expertise in NICE CXone Studio scripting, IVR development, intelligent routing, API integrations, and AI-powered

Qualifications

• Bachelor's Degree required.
• 5+ years in enterprise contact center solutions.
• Experience with NICE CXone (inContact) and advanced Studio scripting.
• Experience designing IVR, call flows, routing, and self-service solutions.
• Experience with Cognigy or similar platforms.
• Strong API integration, NLU/NLP concepts, and omnichannel deployments.
• Excellent communication and documentation skills.

Responsibilities

• Design, develop, maintain, and troubleshoot NICE CXone scripts for inbound, outbound, and blended operations.
• Build and optimize IVR applications, self-service, routing, queues, and skills-based distribution.
• Develop and support AI-powered virtual agents using Cognigy or similar platforms.
• Create, maintain, and enhance conversational workflows using Cognigy Flow Builder.
• Configure and manage API Integration Nodes, webhooks, and external system connectivity.
• Implement omnichannel engagement across Voice/IVR, Web Chat, SMS, and other channels.
• Integrate contact center platforms with CRM systems via REST APIs and web services.
• Support NLU and LLM orchestration to improve chatbot and voicebot performance.
• Perform root cause analysis, debugging, and issue resolution for production incidents.

Skills

NICE CXone (inContact)

Cognigy

IVR development

API integrations

ACD configuration

Omnichannel support

Troubleshooting

Documentation

Stakeholder management

Education

Bachelor's Degree

Job description

Reed Elsevier Philippines is seeking an experienced Contact Center Developer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels. This role will be responsible for building and optimizing customer interaction journeys using NICE CXone (inContact) and Cognigy (NICE Cognigy) or similar platforms.

The ideal candidate has deep expertise in NICE CXone Studio scripting, IVR development, intelligent routing, API integrations, and AI-powered