NiCE CXone Developer

Infosys Limited; Charlotte, Northern (NC, KY); Hybrid; USD 66,000 - 102,000; Full time

Benefits offered by this job

Long-term/Short-term Disability

Health and Dependent Care Reimburse- m

Insurance (Accident, Critical Illness,

401(k) plan

Job summary

Infosys Limited is seeking a Technology Consultant 2 to contribute to architecture, design, and integration across CXone and LiveVox platforms. You will participate in requirements, design discussions, and code changes to deliver scalable, reliable cloud-based CX solutions.

Responsibilities include developing high/low level designs, implementing AI/automation enhancements, and guiding cross-functional teams through cloud migrations and CX transformations.

Qualifications

• Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox.
• Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.
• Ensuring scalability, high availability, disaster recovery, and compliance in architecture.
• Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks.
• Support telephony integrations.
• Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed.
• Drive AI/automation/analytics enhancements across the CX stack.
• Evaluate new features and roadmap updates to adopt in the environment.
• Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance.
• Continuous improvement by monitoring and measuring system performance, identify improvements.
• Optimize system performance and troubleshoot complex issues.
• Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
• Liaison with client, provide consulting for cloud migration and CX transformation.
• Implement best practices for code quality and maintainability.
• Lead root cause analysis for platform issues and critical incidents.

Responsibilities

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided.
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions.
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability.
• Conduct code reviews, do changes to the codebase and maintain code repositories.
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards.
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects.

Skills

SDLC

Requirements elicitation

System design

Code reviews

Troubleshooting

Education

Bachelor's degree

Tools

NICE CXone

LiveVox

Job description

Anywhere in the US and/or Remote, Charlotte, NC

State / Region / Province

Anywhere in the US and/or Remote, North Carolina

Country

USA

Domain

Delivery

Interest Group

Company

ITL USA

Requisition ID

152594BR

Technical Skills 1

Technology|Infrastructure-Contact Center|ContactCenter model

Technical Skills 2

Domain|Network|Contact Center Telephony

Technical Skills 3

Overview

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

In the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below:

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, do changes to the codebase and maintain code repositories
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Required Skill and Experience

Design, Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox

Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.

• Ensuring scalability, high availability, disaster recovery, and compliance in architecture
• Lead design of ACD/IVR call flows and define integration of CRM/ERP/WFM/QM, analytics, and telephony systems using REST/SOAP/Webhooks
• Support telephony integrations
• Create migration roadmaps, cutover plans, risk mitigation strategies, and fallback options.s.
• Conduct architectural reviews, validate solution designs, and approve integrations/scripts developed
• Drive AI/automation/analytics enhancements across the CX stack
• Evaluate new features and roadmap updates to adopt in the environment
• Work with cross-functional teams to resolve issues related to architecture, integrations, routing, or performance
• Continuous improvement by monitoring and measuring system performance, identify improvements (routing optimization, automation, analytics).
• Optimize system performance and troubleshoot complex issues.
• Provide guidance on CXone modules: ACD, IVR, WFM, QM, Analytics, Digital Channels.
• Liaison with client, provide consulting for cloud migration and CX transformation.
• Implement best practices for code quality and maintainability.
• Lead root cause analysis for platform issues and critical incidentsAdd details about Core Technical and Domain Skills

Preferred Skill and Experience

Develop NICE CXone architecture and call flows for voice and digital channels for inbound/outbound with LiveVox

Develop High Level Design and Low Level Design, including data flow diagrams and routing plans.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Estimated annual compensation range for this role will be as follows:
In CA / WA / NY / CO, IL, MN, NJ: $ 73000 to $ 102200
In Washington, DC: $66100 to $ 100200

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.