Senior Contact Center Engineer - NICE CXone & AI Journeys

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Flexible hybrid work setup

IT Equipment provided

HMO coverage starting Day 1 for you &

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced Senior Contact Center Engineer to design, develop, and support enterprise-grade contact center solutions. You will build and optimize journeys across voice and digital channels using NICE CXone and Cognigy, focusing on scalable, omnichannel customer experiences.

The ideal candidate will have deep expertise in NICE CXone Studio scripting, IVR development, and API integrations, contributing to robust contact center platforms and

Qualifications

• Bachelor's degree required.
• 5+ years of experience supporting and developing enterprise contact center solutions.
• Hands-on NICE CXone (inContact), including advanced Studio scripting and ACD configuration.
• Proven experience designing and implementing IVR applications, call flows, routing strategies, and self-service solutions.
• Experience with Cognigy (NICE Cognigy) or similar Conversational AI platforms.
• Strong understanding of Cognigy Flow Builder, context and session management, API integration nodes, webhook configuration, NLU/NLP concepts, LLM orchestration and omnichannel deployments.
• Experience integrating contact center platforms with external systems using REST APIs, JSON, and web services.
• Strong troubleshooting, debugging, and root cause analysis skills in production environments.
• Solid understanding of contact center technologies including ACD, IVR, skills-based routing, and omnichannel engagement.
• Excellent verbal and written communication skills.
• Strong documentation and stakeholder management capabilities.
• Ability to work in a fast-paced environment and manage competing priorities.

Responsibilities

• Design, develop, maintain, and troubleshoot NICE CXone Studio scripts for inbound, outbound, and blended operations.
• Build and optimize IVR applications, self-service solutions, routing logic, queues, and skills-based routing.
• Develop and support AI-powered virtual agents using Cognigy or similar platforms.
• Create and maintain conversational workflows using Cognigy Flow Builder, including context handling and session management.
• 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, databases, middleware, and third-party apps using REST APIs and web services.
• Support NLU and LLM orchestration to improve chatbot and voicebot performance.
• Perform root cause analysis, debugging, and incident resolution in production.
• Collaborate with stakeholders to translate business needs into technical solutions.
• Conduct unit, integration, UAT, and production validation tests.
• Create and maintain technical docs, processes, and support procedures.
• Provide on-call support for NICE CXone platforms when required.
• Identify opportunities to improve automation and routing efficiency.

Skills

NICE CXone

IVR development

Cognigy

API integration

ACD configuration

Omnichannel

NLU/NLP concepts

Debugging

Documentation

Stakeholder management

On-call support

Education

Bachelor's Degree

Tools

REST APIs

JSON

Webhooks

Job description

Hammerjack Pty Ltd in the Philippines is seeking an experienced Senior Contact Center Engineer to design, develop, and support enterprise-grade contact center solutions. You will build and optimize journeys across voice and digital channels using NICE CXone and Cognigy, focusing on scalable, omnichannel customer experiences.

The ideal candidate will have deep expertise in NICE CXone Studio scripting, IVR development, and API integrations, contributing to robust contact center platforms and