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[Remote] NICE CXone Developer - CXone Mpower & AI Specialist (Full Time or Part Time) (Remote)
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