Software Development Specialist

Req ID: 387374 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Software Development Specialist to join our team in Hyderabad, Telangana (IN-TG), India (IN).

Job Title: InContact (NICE CXone) Developer
Job Summary
We are seeking a skilled InContact (NICE CXone) Developer to design, develop, and support contact center solutions using the NICE CXone (formerly NICE inContact) platform. The role focuses on IVR/ACD scripting, call routing logic, integrations, and ongoing support to ensure high-quality customer engagement and operational efficiency.

Key Responsibilities
Design, develop, test, and maintain IVR and call routing scripts using NICE CXone Studio.
Configure and support ACD skills, contact flows, call queues, priority routing, and schedules.Develop intelligent routing logic based on business rules such as time-of-day, ANI, DNIS, skill priority, customer attributes, and CRM data.
Integrate NICE CXone with external systems using REST APIs, web services, and data dips.
Support omni-channel contact flows including voice, chat, email, SMS, and digital channels (where applicable).
Troubleshoot and resolve production issues related to call flows, routing failures, and integrations.
Collaborate with business stakeholders, contact center operations, and IT teams to gather requirements and deliver solutions.
Configure prompts, menus, error handling, and failover logic to ensure a smooth caller experience.
Support platform upgrades, enhancements, and new feature implementations.
Create and maintain technical documentation, flow diagrams, and operational runbooks.
Participate in on-call or production support rotations as required.
Required Skills & Qualifications
3–7+ years of experience working with NICE CXone (InContact).
Strong hands-on experience with NICE CXone Studio scripting.
Solid understanding of contact center concepts:
ACD, IVR, skill-based routing
Call flows, call events, and reporting basics
Experience with REST APIs, JSON, and HTTP-based integrations.
Knowledge of telephony fundamentals (ANI, DNIS, SIP, call states).
Experience with business hours routing, holiday schedules, and failover logic.
Strong troubleshooting and problem-solving skills.
Good communication skills to work with technical and non-technical stakeholders.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.