Job Description
Note: The job is a remote job and is open to candidates in USA. Spectrum One is a technology partner focused on providing software development services to startups and corporations worldwide. They are seeking a specialized NICE CXone Developer to lead the optimization of contact center operations and implement AI-driven interactions using CXone Mpower. Responsibilities • Develop & Script: Design, build, and maintain complex contact workflows using NICE CXone Studio. You will create IVR, ACD, and omnichannel routing logic (Chat, Email, Voice, SMS) • Implement CXone Mpower: Lead the configuration of Mpower features, specifically Enlighten AI Copilots for agents and supervisors • API Integration: Use RESTful APIs to integrate CXone with our internal systems (CRM, Ticketing Systems, Custom Databases) to ensure "Experience Memory" travels with the customer • Prompt Engineering: Configure and fine-tune Generative AI prompts within the Mpower environment to ensure automated summaries and agent suggestions are accurate and brand-compliant • System Optimization: Monitor system health, troubleshoot script errors, and analyze interaction data to reduce friction in the customer journey Skills • 3+ years of hands-on experience with NICE CXone (formerly NiceInContact) • Advanced proficiency in CXone Studio (creating custom actions, snippets, and complex logic branches) • Familiarity with CXone Mpower architecture, or a strong willingness to upskill immediately • Strong experience with REST APIs, JSON, and XML • Proficiency in JavaScript for custom scripting within Studio actions • Ability to translate complex business requirements (from support managers) into technical script logic • A 'detective' mindset for digging into logs to find why a specific call routed incorrectly • Comfortable learning new features (like GenAI tools) as they are released • Certified NICE CXone Implementation Partner or similar certification • Experience transitioning a contact center from legacy on-premise or standard cloud to an AI-first operation • Understanding of Workforce Management (WFM) and Quality Management (QM) data flows Benefits • Competitive pay • Permanent work-from-home setup • Monthly virtual social activities (movie nights, game nights, kapihan sessions, knowledge sharing, etc.) • Annual company-wide face-to-face year-end celebrations • Quarterly face-to-face chill-outs with your team • Birthday treats, care packages, free vaccinations, etc. Company Overview • Spectrum One is a software development company that provides web and mobile applications, UI/UX design, cloud, and devops services. It was founded in 2015, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is Apply tot his job