Sr Software Engineer - Niche skill Call Center/NICE

Job Overview:

Responsibilities:

• CXOne Development & Delivery
• Build, test, and deploy Studio workflows for voice and chat, including routing logic, Agent Assist actions, and IVR/digital flows.
• Develop reusable components and integrations (CRM, analytics, AI/knowledge) using REST, OAuth2/OIDC, and JSON/XML.
• Harden the foundation by reducing script sprawl—standardize patterns and favor a configuration-over-code (dynamic) approach where feasible (templates, shared modules, parameter-driven behaviors).
• Chat & Digital Interaction Enablement
• Implement BYOC chat by developing middleware that connects external chat platforms to CXOne Digital Experience (callbacks, auth, events) and route via skills and default Studio scripts.
• Embed first-party chat using the CXOne Chat Web SDK (TypeScript) to enable threads, events, attachments, OAuth, and custom UI.
• AI-Assisted CX (RTIG & AutoSummary)
• Configure Real-Time Interaction Guidance and AutoSummary for voice and chat via Studio and Agent Assist Hub.
• Validate AI outputs (prompts, summaries, sentiment, intents) and integrate with CRM and analytics workflows.
• Platform Reliability, Observability & DevOps
• Implement dashboards, alerts, and logging; define and measure SLIs/SLOs (latency, routing accuracy, delivery/read events).
• Partner with DevOps/QA to maintain CI/CD pipelines, automated tests, and consistent release practices.
• Incident Response & Cross-Team Collaboration
• Troubleshoot production issues across IVR, routing, digital messaging, and integrations; drive RCA and permanent fixes.
• Work with engineering, product, and operations to define requirements, acceptance criteria, and data-driven success measures.
• What are we looking for?
• We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 6–9 years in software/platform engineering (contact center, enterprise apps, or adjacent).
• 3+ years hands-on with NICE CXOne or comparable CCaaS/IVR/ACD platform (e.g., Amazon Connect, Genesys).
• Strong in at least one: Java or JavaScript/TypeScript (backend services, integrations, or SDK-based extensions).
• Proficiency with RESTful APIs, OAuth2/OIDC, JSON/XML; familiarity with event-driven patterns and WebSockets for real-time use cases.
• Demonstrated delivery of RTIG/Agent Assist in Studio (profile assignment; conditional profile selection via SNIPPET) and AutoSummary setup for voice/digital.
• Practical DevOps experience: CI/CD pipelines, automated testing, deployment workflows, version control best practices.
• Ability to implement observability (dashboards, alerts, logging/tracing) and measure outcomes with clear KPIs.
• Demonstrated ability—and strong aptitude—to use AI-assisted engineering tools (e.g., GitHub Copilot, Cursor) to improve productivity, code quality, and troubleshooting speed.
• Preferences:
• Master’s degree
• Experience within the financial or wealth management industry
• Core Competencies:
• BYOC integration experience: middleware bridging external chat platforms with CXOne Digital (callbacks, auth, POC provisioning).
• Experience embedding the CXOne Chat Web SDK (TypeScript) and customizing client chat UX (threads, events, OAuth, attachments).
• Experience with Angular or React for agent/ops extensions;.NET/C#, Python, Node.js, or PowerShell for automation/integration tooling.
• Familiarity with SRE practices (error budgets, resilience testing) and cloud fundamentals.
• CRM/CTI experience (e.g., Dynamics 365), WFM/reporting, and regulated industry environments.
• LPL Global Business Services, LLP - PRIVACY POLICY