Position Summary

We are looking for a motivated Software Engineer to support and help build the technology that powers bswift’s contact center operations.

In this role, you will work across telephony and IVR scripting, digital chat, API integrations, Salesforce integrations, and bswift applications, including the CSR portal, to help ensure reliable and seamless client service operations.

You will develop and maintain NICE ACD and Digital Chat scripts, contribute to application development, API integrations, and data queries across multiple systems, and collaborate closely with the Telephony, Development, Salesforce, and Workforce Management (WFM) teams under the guidance of the Technical Lead.

Roles and Responsibilities

IVR & Digital Chat Script Development

Develop and maintain client-specific IVR and Digital Chat scripts on the NICE platform or an equivalent telephony platform, including skill setup and Copilot/agent-assist configurations. Write, maintain, and troubleshoot script-level API integrations using JSON payloads and RESTful APIs. Support new client implementations by developing client-specific telephony scripts and verifying that required Salesforce and bswift configurations are complete. Provide Open Enrollment (OE) support by coordinating IVR and chat script updates and ensuring the appropriate scripts are enabled according to OE timelines.

Application Development & Support

Contribute to the development, maintenance, and enhancement of the UDR CSR portal using React and DynamoDB, including bswift SSO integrations. Support development teams working on dashboards, chatbots, and portals by providing guidance on the effective use of NICE APIs. Write and troubleshoot SQL and NoSQL queries across Salesforce, PostgreSQL, SQL Server, and DynamoDB to investigate and resolve backend and end-to-end application issues.

Client & Operational Support

Collaborate with implementation and channel partner teams during new client rollouts, while coordinating with WFM on CSR skilling requirements. Process service requests related to new toll-free numbers, number porting, and recording requirements. Create interim IVR recordings using tools such as Audacity until professional recordings are available.

Quality, Collaboration & Agile Practices

Follow Git-based development workflows and branching strategies to support effective collaboration throughout the software development lifecycle. Participate in Agile ceremonies, grooming sessions, and team discussions, contributing to the testability, quality, and reliability of scripts and integrations. Maintain clear documentation of scripts, configurations, processes, and known issues to support knowledge transfer and team continuity.

Nice-to-Have Exposure

Familiarity with quality management tools such as Cresta and their integrations with Salesforce and NICE. Exposure to automated outbound outreach solutions such as NICE ProactiveXS, particularly processes driven by Salesforce case data.

Knowledge, Education & Experience

Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience. 3–5 years of experience in software development, telephony/IVR scripting, contact center technology, or a related technical role. Familiarity with JavaScript or similar scripting languages, with a willingness to learn NICE’s proprietary scripting language. Working knowledge of JSON, including experience making, integrating, or troubleshooting RESTful API calls. Exposure to React and DynamoDB, or strong programming fundamentals with a willingness to learn these technologies. Basic knowledge of SQL, with exposure to NoSQL databases such as DynamoDB considered an advantage. Understanding of Agile methodologies, Git version control, and collaborative software development workflows. Strong communication and problem-solving skills, with the ability to collaborate across cross-functional teams, including Telephony, Salesforce, WFM, and Development. Prior exposure to contact center technologies such as IVR, ACD, or digital chat platforms is preferred. Experience or familiarity with the Benefits Administration domain is an added advantage.