Join NTT DATA as a Software Development Specialist in Hyderabad and contribute to innovative technology solutions. This role focuses on developing and supporting advanced contact center operations utilizing the NICE CXone platform. Become part of a forward-thinking organization committed to accelerating client success and societal impact.

This position involves designing, developing, and maintaining sophisticated IVR/ACD scripts, call routing logic, and system integrations to enhance customer engagement and operational efficiency. You will collaborate with diverse teams to deliver high-quality contact center solutions.

Key responsibilities include crafting and testing IVR and call routing scripts with NICE CXone Studio. You will configure ACD skills, contact flows, queues, and routing priorities. Developing intelligent routing based on business rules, integrating with external systems via APIs, and supporting omni-channel flows are also crucial.

Troubleshooting production issues, collaborating with stakeholders, configuring caller experience elements, and supporting platform upgrades are integral to this role. Documentation and participation in on-call rotations are also part of the commitment.

A minimum of 3 to 7 years of experience with NICE CXone (InContact) is required, with strong proficiency in NICE CXone Studio scripting. A solid understanding of contact center concepts such as ACD, IVR, and skill-based routing is essential.

Experience with REST APIs, JSON, and HTTP-based integrations, along with knowledge of telephony fundamentals, is necessary. Familiarity with business hours routing, schedules, and failover logic, combined with strong troubleshooting and communication skills, will ensure success in this role.