NICE CXone / Cognigy Developer – Hybrid, Growth & AI

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO Coverage

Commute-friendly office

Upskilling opportunities

Engaging culture

Career growth support

Collaborative environment

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking an experienced NICE CXone / Cognigy Developer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels.

You will build customer interaction journeys using NICE CXone and Cognigy, focusing on IVR, routing, and AI-powered agents. The role requires deep expertise in Studio scripting, API integrations, and omnichannel deployments, with a track record of delivering scalable customer

Qualifications

• Bachelor's degree required.
• Minimum 5 years of experience with enterprise contact center solutions.
• Strong hands-on NICE CXone (inContact) experience.
• Proven IVR design and call routing experience.
• Experience with Cognigy or similar platforms.
• Knowledge of REST APIs, JSON, and web services.
• Excellent communication and documentation skills.

Responsibilities

• Design, develop, and support NICE CXone Studio scripts for inbound, outbound, and blended operations.
• Build and optimize IVR applications, self-service, routing, and queue management.
• Develop AI-powered virtual agents using Cognigy or similar platforms.
• Create and maintain Cognigy workflows, context and session management, orchestration.
• Configure API Integration Nodes, webhooks, and external system connectivity.
• Enable omnichannel engagement across Voice/IVR, Web Chat, SMS, and other channels.
• Integrate contact centers with CRMs and databases via REST APIs.
• Support NLU and LLM orchestration to improve chatbot/voicebot performance.
• Perform root cause analysis and resolve production incidents.

Skills

NICE CXone

Cognigy

IVR development

API integrations

ACD configuration

Omnichannel

Troubleshooting

Stakeholder management

Education

Bachelor's Degree

Tools

REST APIs

JSON

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking an experienced NICE CXone / Cognigy Developer to design, develop, and support enterprise-grade contact center solutions across voice and digital channels.

You will build customer interaction journeys using NICE CXone and Cognigy, focusing on IVR, routing, and AI-powered agents. The role requires deep expertise in Studio scripting, API integrations, and omnichannel deployments, with a track record of delivering scalable customer