Software Engineer
Ford Motor15 hours ago
Chennai, IndiaStaff+
Responsibilities
- Develop and maintain IVR and intelligent virtual assistant workflows using NICE CXone Studio.
- Configure and optimize ACD, skills-based routing, queues, and self-service capabilities.
- Build integrations between NICE CXone and enterprise systems using REST/SOAP APIs, webhooks, JSON, and XML.
- Integrate NICE CXone with Salesforce, ServiceNow, Microsoft Dynamics, custom applications, and databases.
- Support migration of legacy, on-premises, and Cisco-based contact center solutions to NICE CXone.
- Troubleshoot call flows, CTI integrations, APIs, SIP/VoIP, routing, and application connectivity.
- Develop reusable scripts and integrations and follow coding and documentation standards.
- Translate contact center requirements into technical solutions with business, infrastructure, network, CRM, and application teams.
- Support testing, deployment, production stabilization, monitoring, and continuous improvement.
- Provide technical guidance and contribute to solution design and implementation decisions.
Requirements
- 10+ years of experience with contact center technologies such as CTI, IVR, telephony, and contact center application development.
- 5+ years of hands-on NICE CXone experience, including implementation and development in NICE CXone or the former inContact ecosystem.
- Advanced hands-on expertise with NICE CXone Studio, ACD, IVR, and reporting.
- Development or scripting experience with JavaScript, JSON, XML, Python, or C#.
- Working knowledge of RESTful APIs, SOAP APIs, and webhooks.
- Strong understanding of SIP, VoIP, CTI, PBX, and related contact center and telephony technologies.
- Experience integrating NICE CXone with CRM or enterprise platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
- Experience migrating contact center applications from on-premises environments to cloud-based platforms.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant professional experience.
- Preferred experience migrating Cisco contact center technologies to NICE CXone.
- Preferred experience with NICE CXone Agent for Salesforce or comparable CRM integrations.
- Preferred understanding of MPLS and SD-WAN enterprise networking technologies.
- Preferred NICE CXone technical certification, such as a Developer or Implementation Specialist certification.
- Experience with large-scale enterprise contact center environments is preferred.
Tech Stack
Categories
About Ford Motor
Ford Motor Company designs, manufactures, and sells cars, trucks, SUVs, and commercial vehicles for consumers and businesses, and provides financing through Ford Credit. A public company headquartered in Dearborn, Michigan and listed on the NYSE, it operates globally under the Ford and Lincoln brands, including electric and connected vehicles such as the F‑150 Lightning and Mustang Mach‑E. Founded in 1903, it also offers software-driven fleet, mobility, and aftersales services.