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.

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).

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.