Ford Motor Company · TN, India
Skills: JavaScript, Python, C#/.NET
Job ID
72949
Category
Ford Credit Services
Location
Chennai, India
Work Type
Hybrid
The successful candidate will be responsible for developing and implementing scalable cloud-based contact center solutions using NICE CXone. This role will focus on advanced NICE CXone Studio development, intelligent call routing and self-service workflows, third-party system integrations, and migration of legacy contact center applications to the NICE CXone cloud platform.
The role requires strong knowledge of contact center technologies, including Computer Telephony Integration (CTI), Session Initiation Protocol (SIP), Voice over IP (VoIP), Private Branch Exchange (PBX) technologies, and enterprise networking.
The ideal candidate will combine strong NICE CXone development expertise with practical experience integrating customer relationship management (CRM), IT service management, and enterprise applications.
Design, develop, test, and maintain complex Interactive Voice Response (IVR) and intelligent virtual assistant workflows using NICE CXone Studio. Configure and optimize Automatic Call Distribution (ACD), skills-based routing, queues, and self-service capabilities. Develop integrations between NICE CXone and enterprise systems using REST/SOAP APIs, webhooks, JSON, and XML. Integrate NICE CXone with platforms such as Salesforce, ServiceNow, Microsoft Dynamics, and custom enterprise applications or databases. Support the migration of legacy or on-premises contact center solutions, particularly Cisco-based environments, to NICE CXone. Troubleshoot complex issues involving call flows, CTI integrations, APIs, SIP/VoIP, routing, and application connectivity. Develop reusable, maintainable scripts and integrations following appropriate coding and documentation standards. Work with business, infrastructure, network, CRM, and application teams to translate contact center requirements into technical solutions. Support testing, deployment, production stabilization, monitoring, and continuous improve…
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