Job Summary
Sr Developer position for a global organization working on NICE ContactEngine NICE Engage and NICE Cxone platforms in a hybrid model. Role focuses on designing developing and optimizing contact center solutions that enhance customer experience. The position values automotive industry exposure and promotes inclusive collaborative problem solving.
Responsibilities
- Design and develop scalable configurations and integrations on NICE ContactEngine to automate customer communication journeys and improve interaction efficiency across multiple channels.
- Implement robust call recording and quality management solutions using NICE Engage to ensure compliant high quality customer interactions that align with regulatory and organizational standards.
- Configure and customize NICE Cxone components including routing flows reporting views and dashboards to optimize contact center performance and operational transparency.
- Collaborate with product owners business analysts and operations teams to translate user stories and functional needs into detailed technical designs and implementation tasks.
- Create reusable components scripts and configuration patterns that standardize solution delivery across projects and reduce future implementation effort.
- Analyze system logs performance indicators and error trends within NICE platforms to identify root causes and implement sustainable corrective actions.
- Coordinate and execute unit testing integration testing and user acceptance support to ensure that each release delivers stable and reliable functionality.
- Develop and maintain technical documentation for configurations integrations and support procedures so that knowledge is easily shared within the team and support functions.
- Work closely with security and compliance stakeholders to ensure that NICE solution configurations follow data protection privacy and audit requirements in all supported regions.
- Partner with contact center operations to fine tune routing strategies interaction flows and reporting so that service levels handle time and customer satisfaction are consistently improved.
- Engage in code reviews configuration reviews and peer learning sessions to maintain high quality standards and encourage continuous improvement within the team.
- Estimate effort for change requests and projects provide progress updates and manage risks so that deliveries meet agreed schedules and expectations.
- Adapt existing NICE configurations to suit automotive industry specific scenarios such as dealer networks service appointments and connected vehicle support when applicable.
Qualifications
- Demonstrate professional experience of at least five years in software development or platform engineering with a strong focus on enterprise contact center solutions.
- Show proven hands on expertise working with NICE ContactEngine including configuration of journeys triggers schedules and integrations to downstream systems.
- Exhibit practical experience with NICE Engage such as call recording setup retention rules search features and quality monitoring workflows.
- Display solid implementation experience in NICE Cxone including routing design studio scripting reporting configuration and user management.
- Apply sound knowledge of integration technologies such as web services application programming interfaces or messaging frameworks to connect NICE platforms with customer systems.
- Utilize strong skills in troubleshooting performance tuning and incident analysis to restore service quickly and prevent recurring issues.
- Communicate clearly with technical and non technical stakeholders documenting decisions and explaining solution behavior in an inclusive and respectful manner.
- Leverage any exposure to automotive industry processes such as customer care roadside assistance or dealership support to design context aware contact center solutions.
- Employ good understanding of hybrid working practices including remote collaboration tools secure access methods and distributed team communication.
- Maintain awareness of contact center trends workforce engagement concepts and digital channel innovations to propose incremental enhancements over time.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
