16 hours ago
Chennai, IndiaSenior
Responsibilities
- Design and develop NICE ContactEngine configurations, integrations, journeys, triggers, and schedules for multichannel customer communication.
- Implement NICE Engage call recording, retention, search, quality monitoring, and compliance capabilities.
- Configure NICE Cxone routing flows, reporting views, dashboards, scripting, and user management.
- Translate business requirements and user stories into technical designs and implementation tasks.
- Create reusable configuration components, scripts, and patterns across projects.
- Analyze logs, performance indicators, and error trends to identify root causes and corrective actions.
- Execute unit testing, integration testing, and user acceptance support for releases.
- Maintain technical documentation for configurations, integrations, and support procedures.
- Coordinate with security and compliance stakeholders on data protection, privacy, and audit requirements.
- Optimize routing strategies, interaction flows, reporting, service levels, handle time, and customer satisfaction.
- Participate in code reviews, configuration reviews, and peer learning sessions.
- Estimate effort, provide progress updates, and manage delivery risks and schedules.
- Adapt NICE configurations for automotive scenarios such as dealer networks, service appointments, and connected vehicle support.
Requirements
- At least five years of professional experience in software development or platform engineering focused on enterprise contact center solutions.
- Hands-on experience configuring NICE ContactEngine journeys, triggers, schedules, and downstream integrations.
- Practical experience with NICE Engage call recording, retention rules, search features, and quality monitoring workflows.
- Implementation experience with NICE Cxone routing design studio, scripting, reporting configuration, and user management.
- Knowledge of web services, application programming interfaces, or messaging frameworks for integrating NICE platforms with customer systems.
- Strong troubleshooting, performance tuning, and incident analysis skills.
- Clear communication and documentation skills for technical and nontechnical stakeholders.
- Automotive industry exposure in customer care, roadside assistance, dealership support, or related processes is valued.
- Understanding of hybrid working practices, remote collaboration, secure access, and distributed team communication.
- Awareness of contact center trends, workforce engagement concepts, and digital channel innovations.
Benefits
- Hybrid work model.
- Inclusive and collaborative problem-solving environment.
Categories
About Cognizant
Cognizant is a public IT services and consulting firm that designs, builds, and runs enterprise technology, including digital engineering, cloud modernization, data/AI, and managed services. It sells consulting, systems integration, and outsourcing on multi-year engagements to large enterprises in healthcare, banking, retail, communications, and manufacturing. Founded in 1994 and headquartered in Teaneck, New Jersey, Cognizant is NASDAQ-listed (CTSH) and a Fortune 500 company.