Note: The job is a remote job and is open to candidates in USA. DTI (Diversified Technology Inc.) is an IT consulting and staffing firm providing enterprise integration, implementation, and supported services. The NICE CXone Developer will develop, integrate, enhance, and stabilize a NICE CXone contact center platform, including IVR applications, call-routing workflows, automation, APIs, and enterprise-system integrations. The role also supports testing, deployment, production troubleshooting, optimization, documentation, and collaboration with technical and business teams.
Responsibilities
- Design, develop, test, deploy, and maintain NICE CXone Studio scripts
- Build and enhance IVR workflows, call flows, prompts, menus, queues, skills, routing logic, and self-service capabilities
- Configure and customize NICE CXone ACD functionality to support evolving contact center requirements
- Develop reusable components and standardized development practices for CXone solutions
- Troubleshoot complex scripting, routing, performance, and production issues
- Develop and support integrations between NICE CXone and enterprise platforms such as customer information systems, CRM applications, identity solutions, payment platforms, workforce tools, and reporting systems
- Build and maintain integrations using REST APIs, web services, JSON, authentication protocols, and middleware
- Support screen pops, customer-data retrieval, transaction processing, and agent-desktop integrations
- Monitor interface performance and resolve data, connectivity, and integration failures
- Create technical designs, unit-test plans, test scenarios, and deployment documentation
- Conduct unit and integration testing and support SIT, UAT, regression testing, and production validation
- Investigate defects, perform root-cause analysis, and coordinate resolutions with functional and technical teams
- Support release planning, code promotion, configuration migration, and production deployments
- Provide hypercare and post-release stabilization support
- Monitor solution performance and identify opportunities to improve call routing, containment, agent productivity, and customer experience
- Resolve incidents and service requests while maintaining appropriate technical documentation
- Analyze logs, call traces, routing outcomes, and system behavior to diagnose issues
- Recommend platform enhancements, automation opportunities, and development standards
- Support NICE CXone platform upgrades and release-impact assessments
- Work with contact center leadership and business SMEs to translate requirements into scalable technical solutions
- Collaborate with architects, administrators, integration developers, testers, security teams, and third-party vendors
- Participate in requirements, design, defect-triage, release-readiness, and operational-support meetings
- Maintain technical specifications, integration documents, script inventories, configuration records, and support procedures
- Provide knowledge transfer and technical guidance to internal support teams
Skills
- 3+ years of hands-on NICE CXone development experience
- Strong experience developing and maintaining NICE CXone Studio scripts
- Demonstrated experience with IVR development, ACD configuration, skills-based routing, queues, call flows, and agent interactions
- Experience integrating NICE CXone with CRM, CIS, or other enterprise applications
- Proficiency with REST APIs, web services, JSON, authentication, and integration troubleshooting
- Experience supporting a complete development lifecycle, including technical design, development, unit testing, SIT, UAT, deployment, and hypercare
- Strong defect resolution, root-cause analysis, and production-support capabilities
- Ability to communicate effectively with technical teams, business stakeholders, vendors, and contact center leadership
- Ability to work independently in a remote delivery environment and travel to the client site as required
- NICE CXone certification or formal NICE CXone development training
- Experience supporting NICE CXone following a new implementation or major migration
- Experience with CXone Agent, MAX, Digital Experience, Workforce Management, Quality Management, Interaction Analytics, or Recording
- Knowledge of CXone reporting, dashboards, data feeds, or Direct Data Access
- Experience with JavaScript, C#, SQL, or related integration technologies
- Familiarity with CI/CD, source control, release management, and development-governance practices
- Contact center experience within a regulated electric, gas, or water utility
- Understanding of utility customer-service processes, including service requests, billing inquiries, payments, outages, emergencies, and collections
Benefits
- Remote work with travel to the client site in St. Louis, MO as required
Company Overview