Contact Centre Domain Expert-Routing

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

So, what’s the role all about?

We are seeking a skilled and experienced Contact Center Developer with expertise in routing and Java programming to join our dynamic team. As a Contact Center Developer, you will be responsible for developing and maintaining contact center applications, with a specific focus on routing functionality. Your role will involve designing and implementing robust and scalable routing solutions, ensuring efficient call flows and optimal customer experiences. You will collaborate closely with cross-functional teams, including software developers, system architects, and contact center managers, to deliver cutting-edge solutions that enhance our contact center operations.

How will you make an impact?

Develop, enhance, and maintain contact center applications with an emphasis on routing functionality.

Design, implement, and optimize routing algorithms to ensure efficient and effective call flows.

Perform system analysis, troubleshooting, and debugging to identify and resolve routing-related issues.

Conduct regular performance monitoring and optimization of routing strategies to ensure optimal customer experiences.

Maintain documentation, including technical specifications, system designs, and user manuals.

Stay up-to-date with industry trends and emerging technologies in contact center routing and Java development, and apply them to enhance our systems.

Participate in code reviews and provide constructive feedback to ensure high-quality code standards.

Deliver high quality, sustainable, maintainable code

Participate in reviewing design and code (pull requests) for other team members – again with a secure code focus

Work as a member of an agile team responsible for product development and delivery

Adhere to agile development principles while following and improving all aspects of the scrum process

Follow established department procedures, policies, and processes.

Adheres to the company Code of Ethics and CXone policies and procedures.

Excellent English and experience in working in international teams are required.

Have you got what it takes?

BS or MS in Computer Science or related degree

12+ years’ experience in software development

Strong knowledge of Java, Scala, Akka & more.

Strong knowledge of working and developing Microservices.

Experience with AWS Could on any technology (preferred are Kafka, EKS, Kubernetes)

Some knowledge of .net or C# experience is preferred.

Extensive experience refactoring code and developing solutions with a minimum risk of regression

Experience with Continuous Integration workflow and tooling (i.e. JIRA, Bamboo, Bitbucket)

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 3523

Reporting into: Tech Manager

Role Type: Individual Contributor

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.