Applications Development Senior Programmer Analyst at Citi enhancing application systems and contributing to programming activities in team - oriented environment.
About the role
- NICE CXone Developer optimizing and evolving contact center operations for Spectrum One. Leading technical architecture and implementing AI-driven customer experience workflows remotely.
Responsibilities
- Develop & Script: Design, build, and maintain complex contact workflows using NICE CXone Studio.
- Implement CXone Mpower: Lead the configuration of Mpower features, specifically Enlighten AI Copilots for agents and supervisors.
- API Integration: Use RESTful APIs to integrate CXone with our internal systems (CRM, Ticketing Systems, Custom Databases).
- Prompt Engineering: Configure and fine-tune Generative AI prompts within the Mpower environment.
- System Optimization: Monitor system health, troubleshoot script errors, and analyze interaction data to reduce friction in the customer journey.
Requirements
- 3+ years of hands-on experience with NICE CXone (formerly NiceInContact).
- Advanced proficiency in CXone Studio (creating custom actions, snippets, and complex logic branches).
- Familiarity with CXone Mpower architecture, or a strong willingness to upskill immediately.
- Strong experience with REST APIs, JSON, and XML.
- Proficiency in JavaScript for custom scripting within Studio actions.
- Certified NICE CXone Implementation Partner or similar certification (preferred).
- Experience transitioning a contact center from legacy on-premise or standard cloud to an AI-first operation (preferred).
- Understanding of Workforce Management (WFM) and Quality Management (QM) data flows (preferred).
Benefits
- Competitive pay
- Permanent work-from-home setup
- Monthly virtual social activities (movie nights, game nights, kapihan sessions, knowledge sharing, etc.)
- Annual company-wide face-to-face year-end celebrations
- Quarterly face-to-face chill-outs with your team
- Birthday treats, care packages, free vaccinations, etc.
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