Job description
At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
We are seeking a skilled and experienced Contact Center Developer with expertise in routing and Java programming to join our dynamic team. As a Contact Center Developer, you will be responsible for developing and maintaining contact center applications, with a specific focus on routing functionality. Your role will involve designing and implementing robust and scalable routing solutions, ensuring efficient call flows and optimal customer experiences. You will collaborate closely with cross-functional teams, including software developers, system architects, and contact center managers, to deliver cutting-edge solutions that enhance our contact center operations.
How will you make an impact?
- Proven experience in managing ACD
- Expertise in designing call routing flows for both inbound and outbound
- Strong understanding of UC and CC environments and routing mechanisms in a call contact center
- Proficiency in VOIP systems and related protocols such as SIP, H323, H248, RTP, and SS7-ISUP.
- Solid understanding of network protocols, especially TCP/IP and WEBSOCKET, with a focus on failover and redundancy strategies.
- Bachelor’s degree in computer science or a related field from a reputed institute.
- Proven experience in Java programming, with a deep understanding of data structures, threading, object-oriented programming (OOP), design patterns, functional programming, and memory optimization.
- Strong expertise in developing web applications and web services using Java, Spring, and Spring Boot frameworks.
- Good hands-on experience with microservice architecture and RESTful API development.
- Experience with message brokers like Kafka and API Gateway/reverse proxy systems (good to have).
- Proficient in working with relational and NoSQL databases such as Postgres, Redis, and Amazon Aurora.
- Good understanding of cloud infrastructure, particularly with Amazon Web Services (AWS).
- Hands-on experience developing and maintaining infrastructure as code using Terraform and best practices.
- Experience working with Continuous Integration and Delivery (CI/CD) pipelines using tools like Jenkins, Docker, Kubernetes, Artifactory, and CloudFormation (Terraform experience is a plus).
- Comfortable working in an Agile environment, utilizing tools like JIRA for work item management.
- Proficiency in version control systems like Git and TFS.
- Strong analytical skills and a problem-solving mindset.
- Excellent communication and collaboration abilities, able to work effectively in a team setting.
- Familiarity with Microsoft .NET and C# (good to have).
Have you got what it takes?
- Manage and optimize the ACD (Automatic Call Distribution) system or pertinent integration solutions to ensure efficient distribution of incoming calls.
- Design, implement, and monitor call routing flows for both inbound and outbound calls.
- Collaborate with the IT and communications teams to ensure seamless UC (Unified Communications) and CC (Contact Center) operations.
- Oversee the implementation and management of VOIP systems, with proficiency in protocols including SIP, H323, H248, RTP, and SS7-ISUP.
- Ensure network security and efficiency through expertise in TCP/IP and WEBSOCKET protocols.
- Develop and maintain documentation for failover procedures, ensuring staff training and periodic testing of failover scenarios.
- Develop, enhance, and maintain contact center applications with an emphasis on routing functionality.
- Design, implement, and optimize routing algorithms to ensure efficient and effective call flows.
- Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
- Perform system analysis, troubleshooting, and debugging to identify and resolve routing-related issues.
- Conduct regular performance monitoring and optimization of routing strategies to ensure optimal customer experiences.
- Maintain documentation, including technical specifications, system designs, and user manuals.
- Stay up-to-date with industry trends and emerging technologies in contact center routing and Java development, and apply them to enhance our systems.
- Participate in code reviews and provide constructive feedback to ensure high-quality code standards.
- Deliver high quality, sustainable, maintainable code
- Participate in reviewing design and code (pull requests) for other team members – again with a secure code focus
- Work as a member of an agile team responsible for product development and delivery
- Adhere to agile development principles while following and improving all aspects of the scrum process
- Follow established department procedures, policies, and processes.
- Adheres to the company Code of Ethics and CxOne policies and procedures.
- Excellent English and experience in working in international teams are required.
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!
Enjoy NICE-FLEX!
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Reporting into: Manager, Product Management
Role Type: Individual Contributor
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
