Smart IT Frame
IVR Developer (NICE CXone)
Location: Plano TX (Onsite)
Fulltime
Overview We are seeking an experienced IVR Developer to design, develop and maintain Interactive Voice Response (IVR) solutions using the NICE CXone platform. This role involves integrating IVR systems with CRM databases and third‑party applications to deliver seamless customer experiences.
Key Responsibilities
Design & Development Create, update and optimize IVR call flows, scripts and applications using NICE Studio.
Develop workflows for ACD IVR and other CXone modules.
Integration Connect IVR systems with backend databases (SQL/RDBMS), CRMs (e.g., Salesforce) and web services.
Implement integrations using REST APIs, JavaScript, JSON and XML.
Testing & Deployment Conduct unit and system integration testing (SIT).
Support User Acceptance Testing (UAT) and manage deployment processes.
Troubleshooting & Optimization Monitor and resolve issues to ensure high availability and performance of IVR applications.
Continuously optimize call flows and system performance.
Collaboration Partner with business analysts, QA teams and cross‑functional stakeholders to gather requirements and define functional designs.
Documentation Maintain technical documentation for IVR architecture, configurations and call flows.
Required Skills & Qualifications
Experience 3 10 years of IVR development experience with a strong focus on NICE CXone.
Technical Proficiency Expertise in NICE Studio scripting (ACD IVR Workflows).
Proficiency in programming languages such as JavaScript, C# or Java.
Knowledge of telecommunication protocols (VoIP/SIP) and CTI integration.
Familiarity with cloud platforms (AWS, Azure) and CI/CD pipelines is a plus.
Education Bachelor’s degree in Computer Science, Engineering or a related field.
Soft Skills Strong problem‑solving and analytical abilities.
Excellent communication and collaboration skills.
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Fulltime
Overview We are seeking an experienced IVR Developer to design, develop and maintain Interactive Voice Response (IVR) solutions using the NICE CXone platform. This role involves integrating IVR systems with CRM databases and third‑party applications to deliver seamless customer experiences.
Key Responsibilities
Design & Development Create, update and optimize IVR call flows, scripts and applications using NICE Studio.
Develop workflows for ACD IVR and other CXone modules.
Integration Connect IVR systems with backend databases (SQL/RDBMS), CRMs (e.g., Salesforce) and web services.
Implement integrations using REST APIs, JavaScript, JSON and XML.
Testing & Deployment Conduct unit and system integration testing (SIT).
Support User Acceptance Testing (UAT) and manage deployment processes.
Troubleshooting & Optimization Monitor and resolve issues to ensure high availability and performance of IVR applications.
Continuously optimize call flows and system performance.
Collaboration Partner with business analysts, QA teams and cross‑functional stakeholders to gather requirements and define functional designs.
Documentation Maintain technical documentation for IVR architecture, configurations and call flows.
Required Skills & Qualifications
Experience 3 10 years of IVR development experience with a strong focus on NICE CXone.
Technical Proficiency Expertise in NICE Studio scripting (ACD IVR Workflows).
Proficiency in programming languages such as JavaScript, C# or Java.
Knowledge of telecommunication protocols (VoIP/SIP) and CTI integration.
Familiarity with cloud platforms (AWS, Azure) and CI/CD pipelines is a plus.
Education Bachelor’s degree in Computer Science, Engineering or a related field.
Soft Skills Strong problem‑solving and analytical abilities.
Excellent communication and collaboration skills.
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