Contact Center

Contact Center Developer Jobs

3 jobs found

18d ago

Microsoft Dynamics Developer

Booz Allen Hamilton Bethesda, MD

Bethesda, MD

18d ago

$87k - $198k/yr Full time Automation Channel Management Cloud

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Job Description

Based in Bethesda, MD, Booz Allen Hamilton seeks a Dynamics 365 Customer Service and Omnichannel Developer to design, configure, and extend CRM capabilities and AI-enabled workflows for enterprise contact centers. This onsite role emphasizes modernizing service delivery, collaborating with analysts, SMEs, architects, and data teams to translate operations into scalable CRM configurations, and elevating customer experiences through AI-driven processes.

Benefits

Health benefits
Life insurance
Disability benefits
Financial benefits
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards program

Responsibilities

Design, configure, and extend Microsoft Customer Service and Omnichannel capabilities.
Integrate modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience.
Build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences that support multi-tier contact center operations across the enterprise.
Incorporate AI into day-to-day service delivery, building AI-assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns that improve agent efficiency and reduce operational burden.
Collaborate with analysts, contact center SMEs, architects, and data teams to translate operational requirements into scalable CRM configuration, AI-enabled workflows, and compliant implementation patterns.
Accelerate modernization and elevate the service experience across Centers.

Requirements

5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel, including forms, views, business rules, SLAs, queues, routing, and case processes
5+ years of experience designing or enhancing applications using Power Platform, including Dataverse, model‑driven apps, Power Pages, and canvas apps
Experience configuring or extending Dataverse tables, relationships, security roles, automation, or workflows
Experience implementing routing rules, workstreams, session templates, agent‑workspace components, or interaction handling workflows
Experience working with business stakeholders to document requirements, map customer service workflows, and design optimized processes
Experience with Power Automate or tools to support automation, integrations, or process orchestration
Ability to work within Agile delivery teams to design, configure, test, and validate CRM and AI‑enabled capabilities
Bachelor's degree

Technologies

Microsoft Dynamics 365 Customer Service
Omnichannel
Dataverse
Power Platform
Power Pages
Canvas apps
Power Automate
Copilot Studio
JavaScript
APIs

Compensation

The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate shown represents the typical salary range for this position and is one component of Booz Allen’s total compensation, influenced by location, qualifications, and experience.

Work model

Onsite: work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

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22d ago

Contact Center Analytics Developer

Ascensus Dresher, PA

Dresher, PA

22d ago

Full time Analytics Business Analytics Business Intelligence

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Job Description

The role centers on designing, configuring, and supporting NICE CXone Interaction Analytics within Ascensus's Nexidia-based contact center analytics environment. The successful candidate will build and maintain categories, rules, phrase libraries, workspaces, dashboards, and reporting structures to illuminate customer interactions and identify opportunities for operational improvements, collaborating with IVR/IVA developers as needed. This is an onsite position based in Dresher, PA, with a minimum of three years of relevant experience.

Responsibilities

Manages platform administration and delivers reporting to produce consistent, decision-ready analytics on customer interactions.
Collaborates with Operations, Quality, Product, and Technology to translate business questions into scalable analytics.
Develops reporting views and dashboards that enable stakeholders to monitor trends, identify root causes, and drive action from interaction data.
Configures and maintains NICE CXone Interaction Analytics assets, including categories, rules, phrase libraries, datasets, workspaces, dashboards, and filters.
Performs validation, tuning, and troubleshooting to enhance the reliability and performance of analytic outputs.
Supports governance, documentation, and quality standards for analytics configurations, taxonomies, and reporting assets.
Coordinates and validates end-to-end data flows across the CXone ecosystem (metadata, recordings, attributes, analytics outputs); monitors data completeness and platform health.
Validates outcomes with business and technology owners, focusing on CX and contact-volume impact, and identifies opportunities to automate and standardize reporting and monitoring.
Ensures the protection, security, and proper handling of confidential Ascensus data to prevent unauthorized access, improper transmission, or disclosure that could harm the company or clients.
Under Ascensus core values, demonstrates respect, integrity, and a commitment to quality in day-to-day actions, reflecting People Matter, Quality First, and Integrity Always.

Requirements

Hands-on administration experience with NICE CXone Interaction Analytics and Nexidia, including configuring categories, rules, phrases, workspaces, and dashboards.
Experience building and maintaining recurring dashboards, reports or scorecards, and standardized monitoring with clear filters and reliable outputs.
Ability to clarify business questions, translate them into metrics, and deliver decision-ready readouts outlining changes, impacted parties, significance, and recommended actions.
Knowledge of contact center operations and measures such as call drivers, repeat contacts, handle time, transfers or escalations, quality, and sentiment, and how analytics supports cost-to-serve and CX outcomes.
Ability to validate analytics data flows (metadata, recordings, attributes), troubleshoot data gaps, refresh failures, and permission issues, and coordinate fixes with internal IT and NICE support.
Familiarity with role-based access controls and least-privilege practices when handling recordings, transcripts, and other sensitive customer data.
Strong Excel skills (analysis, pivots, data cleansing); experience with Power BI and/or SQL is preferred.
Capacity to manage competing analytics work, communicate trade-offs, and meet committed timelines.
Three or more years of experience in contact center analytics, reporting, business analysis, quality analytics, or related roles; experience with contact center technology is preferred.

Technologies

NICE CXone
Nexidia Analytics
Power BI
SQL
Excel

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3mo ago

IPSoft Amelia Developer ( Voice & Chat )

APN Consulting Inc Plano, TX

Plano, TX

3mo ago Closed

$50 - $55/hr Contract Backend Developer Amelia API

This position is no longer accepting applications (closed May 21, 2026).

Job Description

APN Consulting Inc is seeking an onsite Amelia Developer (Voice and Chat) for a contract role in Plano, TX. The position centers on building and integrating conversational AI using Amelia across multiple locations, with a pay rate of USD 50 to 55 per hour. This engagement offers hands-on work with the Amelia platform in enterprise settings and the chance to contribute to customer and internal IT experiences.

Benefits and highlights

Onsite opportunity in Plano, TX, with a competitive hourly rate of $50-$55 for a contract engagement. You will work on Amelia based solutions across multiple locations, collaborating with teams to deploy robust conversational experiences.

Responsibilities

Apply direct Amelia platform expertise to design and implement conversational experiences.
Develop voice bots using speech-to-text and text-to-speech to create natural, human-like interactions.
Utilize NLP and machine learning for intent recognition and entity extraction.
Connect bots to backend systems via APIs including REST, SOAP, and XML.
Ensure seamless Amelia integration with AWS Connect and related tooling.
Work with backend APIs and webhooks, and engage ITSM tools such as ServiceNow, with Jira and Rally for workflow management.
Engage with contact center technologies and related infrastructure including ADS, SSO, and LDAP.
Code in Python and JavaScript, and work with React.js and JSON, with familiarity in IT operations automation.
Design, build, and deploy end-to-end conversational solutions for customer service or internal IT support.

Requirements

Two years of hands-on Amelia (IPsoft) experience.
At least one year of Voice and Chat bot development.
Three years of NLP and machine learning experience.
High school diploma or equivalent.
Onsite location: Plano, TX 75093.

Technologies

Amelia, AWS Connect, REST, SOAP, XML
Backend APIs, Webhooks
ServiceNow, Jira, Rally
Contact center technologies, ADS, SSO, LDAP
Python, JSON, JavaScript, React.js
ServiceDesk, IT Ops automation

Contract details

Video interview required. This is a contract position with an anticipated duration of 6+ months.

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Contact Center Developer Jobs

Microsoft Dynamics Developer

Contact Center Analytics Developer

IPSoft Amelia Developer ( Voice & Chat )

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