• Design, develop, and enhance NICE inContact (CXone) routing flows, IVR/IVA scripts, call handling processes, and agent workflows. • Configure and customize NICE modules, including Studio, WFM, QA, Reporting, and Omnichannel components. • Develop intelligent automation using Cognigy conversational AI, voicebots, and chatbots. • Implement API-based integrations between CXone, CRM systems (such as Salesforce Service Cloud), and internal platforms. • Develop reusable components, service layers, and scalable integration patterns. • Implement AI safety, prompt-control measures, fallback strategies, and governance guidelines to ensure reliable and compliant conversational experiences. • Build monitoring dashboards and alerting systems. • Serve as a technical subject matter expert for NICE and Cognigy platforms. • Advise junior developers, administrators, and analysts on best practices and solution architecture. • Collaborate with architects to define technical standards and governance frameworks. • Participate in design reviews, code reviews, and architectural planning sessions. • Analyze call flow, routing data, and customer interaction metrics to identify opportunities for improvement. • Optimize IVR performance, reduce handle times, and enhance the customer experience. • Tune Cognigy conversational flows for accuracy, relevance, and quality of user experience. • Engage with stakeholders to understand business requirements and translate them into technical designs. • Produce technical documentation, flow diagrams, and configuration specifications. • Ensure solutions are tested, deployed, monitored, and maintained in accordance with enterprise standards. • Support production operations, troubleshoot escalated issues, and drive continuous improvements.