Senior Developer, NICE CXone Contact Center

Accendra Health; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Accendra Health in the United States is seeking a Senior Developer to work with cross-functional teams supporting agency contact center solutions, including dialer campaigns and API integrations with CRM and data platforms.

You will design call flows, migrate IVR campaigns, and provide SME input on solution design and optimization for network solutions, with IST-US overlap to coordinate with US stakeholders.

Qualifications

• 6+ years hands-on Nice InContact CXone (ACD/IVR/Auto Dialer/OMNI Channel/WFM/Studio).
• 4+ years NICE CXone Studio experience.
• 4+ years ProactiveXS and CXone Dialer Configurations.
• 4+ years programming in C#/C++/Java/Python.
• 5+ years developing, maintaining, and troubleshooting webservice API calls.

Responsibilities

• Coordinate release planning, development, testing, and releases for agency IVR enhancements.
• Build call flow designs interacting with backend systems via APIs.
• Migrate IVR dialer campaigns from AcuCall to NICE CXone.
• Provide SME input into solution design and optimization for network solutions.
• Design and implement skills-based routing for voice, chat, email, and SMS.
• Work with Architecture to design, deploy and consume APIs.
• Translate business requirements into technical design documents.

Skills

CXone ACD/IVR

CXone Studio

ProactiveXS & Dialer

C#/C++/Java/Python

Webservice APIs

Tools

AcuCall Contact Center Solutions

Salesforce Marketing Cloud

APIs / RESTful

Job description

3610 Accendra India

Full time

REQ_26_70160

At Accendra Health, we understand that healthcare is complex, and we're here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

If you're interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life.

NICE CXone Contact Center - Senior Developer

Role Description:

This is a Senior Developer role working with cross-functional teams and business teams to support and implement agency contact center solutions. Dialer campaigns with integrations to enterprise systems (CRM, Data Platform, etc)

Responsibilities:

• Confident in a client-facing role and possess the ability to manage multiple stakeholders.
• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build call flow designs that interact with backend systems using application program interfaces (API).
• Design and migrate existing IVR dialer campaigns from AcuCall platform to NICE CXone platform
• Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
• Skills based routing design and implementation for voice, chat, email, and SMS contact center technology
• Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
• Understand business requirements with the ability to translate to technical requirements
• Prepare design documents based on business requirements for the application development
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with leadership and oversee any support questions from other team members that might be working on one of those agencies' tickets.
• Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement.

Skills:

• 6+ years of hands-on experience of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio)
• 4+ years of hands‑on experience of NICE CXone Studio experience
• Working Knowledge of ProactiveXS and CXone Dialer Configurations
• 4+ years of experience in programming in one or more of the following software languages: C#, C++, Java, JavaScript, Python
• 5+ years of hands‑on experience to develop, maintain, and troubleshoot webservice API calls

Desired:

• Experience in Contact Center Dashboard Creation
• Experience with Salesforce Marketing Cloud
• Experience with AcuCall Contact Center Solutions
• Base knowledge of intersystem networking, and data traffic flow between components.
• NICE CXone Certification.

Work Hours:

• This role requires working in India Standard Time (IST) hours overlapping US hours to ensure seamless collaboration with the US team and stakeholders
• Working hours 3 pm IST - 12 Midnight / 5 pm IST - 2 am IST (will be decided)

Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

#AccendraHealth

At Accendra Health, we understand that healthcare is complex, and we're here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With more than 6,000 teammates across a nationwide network of over 250 service locations across our Apria and Byram Healthcare brands, we have the reach and expertise to make home-based care work better for everyone.

If you're interested in meaningful work with impact, explore our career opportunities - from remote-friendly to hybrid and in-person roles - and join us in our purpose of Bringing Care To Life.