Senior Developer-Contact Center & Conversational AI

We are seeking a Senior Developer with deep expertise in NICE, NICE inContact (CXone), and ideally Cognigy to help design, build, and optimize our next-generation customer service and operational automation solutions. This role will partner closely with Customer Support, CX, Business Technology, and Engineering teams to deliver scalable IVR/IVA workflows, routing logic, AI-powered customer experiences, and system integrations. The ideal candidate has strong technical expertise in contact center technologies, experience delivering enterprise-grade automation, and the ability to translate business requirements into high-quality technical implementations.

Employment type - Contractual

Key Responsibilities:

Solution Design & Development

• Design, develop, and enhance NICE inContact (CXone) routing flows, IVR/IVA scripts, call handling processes, and agent workflows.

• Configure and customize NICE modules, including Studio, WFM, QA, Reporting, and Omnichannel components.

• Develop intelligent automation using Cognigy conversational AI, voicebots, and chatbots (preferred).

• Implement API-based integrations between CXone, CRM systems (such as Salesforce Service Cloud), and internal platforms.

• Develop reusable components, service layers, and scalable integration patterns.

• Implement AI safety, prompt-control measures, fallback strategies, and governance guidelines to ensure reliable and compliant conversational experiences.

• Build monitoring dashboards and alerting systems.

Technical Leadership

• Serve as a technical subject matter expert for NICE and Cognigy platforms.

• Advise junior developers, administrators, and analysts on best practices and solution architecture.

• Collaborate with architects to define technical standards and governance frameworks.

• Participate in design reviews, code reviews, and architectural planning sessions.

Optimization & Performance

• Analyze call flow, routing data, and customer interaction metrics to identify opportunities for improvement.

• Optimize IVR performance, reduce handle times, and enhance the customer experience.

• Tune Cognigy conversational flows for accuracy, relevance, and quality of user experience.

Delivery & Collaboration

• Engage with stakeholders to understand business requirements and translate them into technical designs.

• Produce technical documentation, flow diagrams, and configuration specifications.

• Ensure solutions are tested, deployed, monitored, and maintained in accordance with enterprise standards.

• Support production operations, troubleshoot escalated issues, and drive continuous improvements.

Required Qualifications

• 5–8+ years of experience in software development or enterprise application configuration.

• 3+ years of hands-on experience with NICE inContact/CXone, including:

  • Studio scripting

  • ACD, IVR, and routing flows

  • Omnichannel configuration

  • WFM and Reporting

• Extensive experience with NICE platform configuration and development.

• Proficiency with APIs (REST/SOAP), system integrations, and middleware.

• Strong understanding of cloud-based architectures and enterprise technology ecosystems.

• Excellent problem-solving, debugging, and analytical abilities.

• Ability to work within an Agile or iterative development model.

Preferred Qualifications

• Experience in building conversational AI experiences using Cognigy (voicebots, chatbots, agent handoffs).

• Experience integrating NICE inContact with CRM platforms such as Salesforce Service Cloud.

• Development experience in JavaScript, Python, or similar languages for scripting and automation.

• Knowledge of AI/ML workflows, NLP tuning, and training data management.

• Experience with contact center reporting and analytics tools.

• Familiarity with security, compliance, and data governance requirements in cloud environments.

Soft Skills & Competencies

• Excellent communication skills for cross-functional collaboration.

• Ability to simplify complex concepts for non-technical stakeholders.

• Strong sense of ownership and a proactive, action-oriented approach.

• Comfortable leading solution ideation and technical delivery.

• High attention to detail and a strong commitment to quality.

About Riveron:

At Riveron, we partner with clients—from global multinationals to high-growth private entities—to solve complex finance challenges, guided by our DELTA values: Drive, Excellence, Leadership, Teamwork, and Accountability. Our entrepreneurial culture thrives on collaboration, diverse perspectives, and delivering exceptional outcomes. We are committed to fostering growth, both for our clients and our people, through mentorship, integrity, and a client-centric approach. This inclusive environment offers flexibility, progressive benefits, and meaningful opportunities for impactful work that supports well-being in and out of the office.

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Riveron Consulting is an Equal Opportunity Employer and believes that we are stronger together through our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

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Please beware of fraudulent schemes or impersonations when going through the job application process. A Riveron employee will never recruit via text or extend unsolicited employment offers. Additionally, a Riveron employee will never ask you to exchange money or purchase anything as part of the recruiting process.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.