Call Flow Developer

Job Summary :

We are seeking a skilled and experienced Call Flow Developer with hands-on expertise in NICE CXone platform and Java programming. The ideal candidate will be responsible for designing, developing, and maintaining IVR / ACD call flows and custom integrations to enhance the customer experience across voice and digital Responsibilities :

• Design, develop, and deploy call flows and routing logic using NICE CXone Studio / ACD scripting.
• Integrate third-party systems and APIs into NICE CXone using Java and RESTful services.
• Customize agent and customer experiences across channels (voice, chat, email, SMS).
• Work closely with business analysts, QA, and operations teams to understand requirements and deliver effective solutions.
• Implement and maintain reusable templates, scripts, and components.
• Monitor and troubleshoot call flow behavior, identifying and resolving performance or logic issues.
• Ensure proper documentation, version control, and knowledge Skills & Qualifications :
• Bachelor's degree in Computer Science, Engineering, or related field.
• Hands on experience in NICE CXone / inContact call flow development.
• Proficiency in Java for backend integration and custom application logic.
• Strong understanding of ACD, IVR, call routing, screen pops, and agent scripting.
• Experience working with APIs, web services, and data exchange formats (JSON, XML).
• Familiarity with contact center operations and metrics.
• Ability to work independently and collaborate in a team environment.
• Excellent problem-solving and communication skills

(ref : hirist.tech)