Location: 100% remote. Working hours are based between the US Central-Eastern Time Zone.

About us:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

Job Description:  

Key Responsibilities: 

• Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows. 
• Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs. 
• Lead the implementation and support of CCaaS (Contact Center as a Service) solutions. 
• Develop and improve technical standards for development, including coding standards and best practices 
• Conduct testing and validation to ensure performance, scalability, and reliability of the platform 
• Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies. 
• Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions. 
• Monitor system performance, troubleshoot issues, and ensure high availability. 
• Maintain documentation, SOPs, and training materials for internal teams. 
• Stay current with emerging technologies and recommend improvements to enhance the contact center experience. 
• Participate in code reviews, testing, and continuous integration processes. 
• Assist in estimating and planning throughout the software development life cycle. 

 Required Qualifications: 

• Strong experience with APIs and IVRs.
• Strong experience with integration, and/or other parts of the platform beyond basic flows in studio.
• Bachelor’s degree in Computer Science, Information Systems, or related field. 
• 5+ years of experience in contact center technologies, with at least 3 years in scripting and implementing advanced call routing using NICE inContact or CXone Studio 
• Strong software engineering experience in C#, Java, or JavaScript 
• Strong understanding of CCaaS platforms and omnichannel contact center operations. 
• Familiarity with CTI integrations and CRM platforms. 
• Excellent problem-solving, communication, and project management skills. 
• NICE inContact or CXone certifications. 
• Knowledge of implementing AI features in an enterprise environment 
• Experience participating in design discussions with both technical and non-technical audiences. 
• Familiarity or experience with Agile engineering practices (test-driven development, continuous integration, and pair programming, etc.) 
• Agile/Scrum development experience.

Preferred Qualifications: 

• Experience with other CCaaS platforms (e.g., Genesys, Five9, Amazon Connect). 
• Knowledge of cloud platforms (AWS, Azure).

What We Offer:

• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup (mandatory).

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