Riveron · 4 hours ago
Senior Developer-Contact Center & Conversational AI
United States
Contract
Remote
Senior Level
5+ years expRiveron is a company that partners with clients to solve complex finance challenges. They are seeking a Senior Developer with expertise in NICE and Cognigy to design and optimize customer service automation solutions.
AdviceConsultingFinancial Services
Responsibilities
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 (preferred)
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
Qualification
Required
5–8+ years of experience in software development or enterprise application configuration
3+ years of hands-on experience with NICE inContact/CXone, including: Studio scripting, ACD, IVR, and routing flows, Omnichannel configuration, WFM and Reporting
Extensive experience with NICE platform configuration and development
Proficiency with APIs (REST/SOAP), system integrations, and middleware
Strong understanding of cloud-based architectures and enterprise technology ecosystems
Excellent problem-solving, debugging, and analytical abilities
Ability to work within an Agile or iterative development model
Preferred
Experience in building conversational AI experiences using Cognigy (voicebots, chatbots, agent handoffs)
Experience integrating NICE inContact with CRM platforms such as Salesforce Service Cloud
Development experience in JavaScript, Python, or similar languages for scripting and automation
Knowledge of AI/ML workflows, NLP tuning, and training data management
Experience with contact center reporting and analytics tools
Familiarity with security, compliance, and data governance requirements in cloud environments
Benefits
Flexibility
Progressive benefits
Meaningful opportunities for impactful work that supports well-being in and out of the office
Company
Riveron
Riveron is a business advisory firm that offers professional consulting services for investors and operating organizations.
1001-5000 employees
H1B Sponsorship
Riveron has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2023-06-09Acquired
2019-05-16Private Equity
Leadership Team
Sam Shaw
Chief Executive Officer at Riveron
Drew Niehaus
Senior Managing Director
Recent News
Business Wire
2026-01-22
Business News Americas
2025-11-11
2025-11-08
Company data provided by crunchbase