The Role:

As a NICE CXOne Developer, you will make an impact by enhancing and optimizing Interactive Voice Response (IVR) systems to deliver seamless customer service experiences. You will be a valued member of the development team and work collaboratively with cross-functional teams, including product and business stakeholders.

Work Model:

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Mississauga, ON. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

In this role, you will:

· Serve confidently in a client-facing role, managing multiple stakeholders effectively.

· Coordinate and Discover, Requirements Gathering, Design, Plan, execute release planning, development, testing, and deployment of IVR flows and Migrations from On-prem Cisco to CCaaS across multiple LOB’s.

· Design and build call flows, chat solutions, and backend system integrations using APIs.

· Provide Subject Matter Expertise (SME) for NICE BU, contributing to solution design and optimizing network solutions.

· Design and implement skills-based routing for voice, chat, email, and SMS contact center technology.

· Collaborate with the architecture team to design, develop, and integrate APIs.

· Translate business requirements into technical requirements, preparing design documents for application development.

· Provide troubleshooting support and technical assistance for scripting and system issues.

· Work with cloud-based SaaS/PaaS/IaaS providers and virtualized systems, including application servers, databases, and network infrastructure.

· Coordinate issue resolution and communication with technical teams in case of problems.

· Review support tickets with agency leadership and oversee the resolution of support questions related to agency tickets.

· Act as an SME, guiding team members in designing and achieving requested IVR enhancements

What you need to have to be considered:

· 5+ years of experience with NICE InContact and/or NICE CXone.

· 5+ years of experience working with RESTful Webservices / APIs.

· 3+ years of experience scripting in NICE CXOne Studio.

· Strong conflict management skills with the ability to navigate and resolve issues.

· Excellent organizational communication skills, both written and verbal.

· Proven ability to collaborate and work effectively in a team environment.

· Experience in creating contact center dashboards.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.