NICE CXone Developer Lead

About the role

We are seeking an experienced NICE CXone Development Lead who can provide hands-on technical leadership, solution design, and delivery ownership on the NICE CXone platform. The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI-enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.

Key Responsibilities

• Own technical architecture, detailed design, and development on the NICE CXone platform
• Act as hands-on SME and technical lead, contributing directly to configuration, scripting, and solution build
• Design and deliver end-to-end CXone solutions including: IVR / Studio call flows, Omnichannel workflows, CRM-embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• Work closely with business, architects, and delivery teams to understand requirements and design target-state solutions
• Lead integration design and implementation, including CRM screen pops and REST-based integrations
• Conduct code/configuration reviews to ensure quality, maintainability, and security
• Coach and mentor developers; provide technical guidance across the team
• Contribute to architecture plans, estimates, and delivery timelines
• Support change and release initiatives related to CXone platform enhancements

Must-Have Skills & Experience

• 6+ years of experience in CCaaS platforms, with strong focus on NICE CXone
• 5+ years of hands-on experience with: NICE IVR / Studio scripting, WFM / WEM, reports and dashboards, JavaScript / scripting within CXone, CRM-embedded CXone agent, screen pop, and customer journey integration
• 2+ years of hands-on experience with REST/API-based CRM integrations
• Strong understanding of AI/ML capabilities within NICE CXone and AI-led CX use cases
• NICE Advanced Certifications (preferred)
• Strong knowledge of Agile delivery, Jira, and Scrum
• Excellent communication, documentation, and presentation skills

Pay

The base compensation range for this role in the posted location is: $90,000 to $120,000

Benefits

• Paid time off based on employee grade (A-F)
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility