Seeking an enthusiastic individual who serves as a NICE IVR and Routing Developer for Next Generation Contact Center (NGCC) project. This individual will partner closely with the Technical Architect, Engineering, Business Analysts, Quality Assurance and other cross-functional program team members.
+ Must have worked with NICE Incontact CXone - Cloud Contact Center Studio Scripting and ACD Configuration.
+ Experience in developing Routing and IVR workflows using NICE Studio
+ Hands on experience with Genesys Contact Center implementations like
+ IVR, Callbacks.
+ Call Routing
+ NICE Agent Desktop MAX
+ Strong experience in NICE solutions and its products and technologies
+ Must have knowledge on Call transfer/conference/consult works in NICE framework.
+ NICE Call recording knowledge is a plus
+ Cyara Automation testing knowledge is a plus.
+ Good to have NICE Reporting Dashboards and Historical reporting.
+ Understanding of working with voice and chat bots with the core voice and multimedia functionalities
+ Development of IVR and routing code from pre-defined requirements
+ **Write functional and technical specs**
+ **Participate/recommend/advise/brainstorm on architectural decisions**
+ **Design/develop application modules**
+ **Unit Test, Review code/design**
+ **Work with other developers to maintain consistency and continuously improve development processes and standards**
+ Experience with Waterfall and/or Agile methodologies
+ Familiarity with implementation, DevOps and release management
+ SDLC lifecycle for code deployments and experience working with git repositories.
+ Expertise in troubleshooting issues (analyzing logs and determining root cause)
+ Lookups with backend CRM using web services, database Lookup, call recording and reporting
+ Clear ability to communicate with non-technical business clients in being able to clarify functional requirements
As part of a software project implementation team, provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user needs. Configures system settings and options; plans and executes unit, integration and acceptance testing; and creates specifications for systems to meet business specifications. Designs details of automated systems. May provide consultation to users in the area of automated systems. May lead cross-functional linked teams to address business or systems issues
+ Minimum of 2 years of IVR, CTI and Routing Development Experience in Contact Center Solutions (Voice and Multimedia).
+ Candidate will work on Design, Development, Testing and Support of Voice and non Voice Applications.
+ Must have Call Center experience and understand overall Call Center concepts
+ Strong experience in NICE Studio, ACD Agent Desktop (MAX)
+ Expertise in Trouble shooting the issues by analyzing the Logs.
+ Have in-depth knowledge and working experience in Voice networks and the various elements (switching, signaling, intelligence network, messaging, directory, notification, etc.).
+ Should possess NICE certifications.
Oracle IT is the focal point for technologies to improve end-user productivity and experience, building products to support our entire cloud DevOps ecosystem and creating foundational services to enable Oracle's cloud tenancy environment. Oracle IT is undergoing massive transformation across people, process and technology areas to transition into cloud and services-based organization. Engineers get to build highly scalable, multi-tenant tools and distributed applications, leverage our own cutting-edge cloud technologies and industry leading Software-as-a-Service product lines to modernize our IT environments. Engineers will also experience unparalleled growth, scale and scope with an inclusive culture and opportunities to make difference.
**Range and benefit information provided in this posting are specific to the stated location(s)**
New York City Pay Range: from $82,500 to $161,500 per annum; eligible for bonus and equity.
Colorado Pay Range: from $82,500 to $153,000 per annum; eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Flexible paid time off (unlimited or accrued vacation and sick leave)
9. Paid parental leave
10. Employee Stock Purchase Plan
11. Adoption assistance
12. Financial planning and group legal
13. Voluntary benefits including auto, homeowner and pet insurance
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at
, Option 1.
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
*** Which includes being a United States Affirmative Action Employer**
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