NICE CXone Developer / CXone Mpower AI Specialist (Consultant or Freelance)

Spectrum One is Hiring Hello! We’re Spectrum One. We’re on a mission to provide top-notch software development services to growing startups and multinational corporations worldwide. With your help, we aim to become the world’s leading strategic technology partner. Since 2015, our support has helped clients raise $150M in funding, and our services are now present in different parts of the world. We owe this biggest milestone to the help of our employees, who make up the best team there is in town. Highlights 8 years in the software development industry Profitable; net revenue growth of 200% in 2021 Over $150M raised in funding by our clients Work anywhere in the world with our permanent work-from-home setup Why join Spectrum One? As a shapeshifter in Spectrum One, you’ll get the opportunity to really help grow the direction of the company. We don’t micro-manage. We love hustlers who take ownership of their roles. But you’ll definitely get guidance and plenty of support from each other on the team. You’ll be in an environment where learning is always encouraged to empower you to do your best. ✅ Competitive pay ✅ Permanent work-from-home setup ✅Monthly virtual social activities (movie nights, game nights, kapihan sessions, knowledge sharing, etc.) ✅ Annual company-wide face-to-face year-end celebrations ✅ Quarterly face-to-face chill-outs with your team ✅ Birthday treats, care packages, free vaccinations, etc. About the Role We are looking for a specialized NICE CXone Developer to lead the optimization and evolution of our contact center operations. This role requires a technical expert who understands the legacy stability of NiceInContact but is eager to deploy the cutting-edge capabilities of CXone Mpower. You will be the primary technical architect for our customer experience workflows, moving us beyond simple call routing into an era of AI-driven, hyper-personalized interactions using Enlighten AI and Copilots. What You Will Do Develop & Script: Design, build, and maintain complex contact workflows using NICE CXone Studio. You will create IVR, ACD, and omnichannel routing logic (Chat, Email, Voice, SMS). Implement CXone Mpower: Lead the configuration of Mpower features, specifically Enlighten AI Copilots for agents and supervisors. API Integration: Use RESTful APIs to integrate CXone with our internal systems (CRM, Ticketing Systems, Custom Databases) to ensure “Experience Memory” travels with the customer. Prompt Engineering: Configure and fine-tune Generative AI prompts within the Mpower environment to ensure automated summaries and agent suggestions are accurate and brand-compliant. System Optimization: Monitor system health, troubleshoot script errors, and analyze interaction data to reduce friction in the customer journey. Required Technical Skills Core Platform: 3+ years of hands-on experience with NICE CXone (formerly NiceInContact). Scripting: Advanced proficiency in CXone Studio (creating custom actions, snippets, and complex logic branches). Mpower/AI: Familiarity with CXone Mpower architecture, or a strong willingness to upskill immediately. Experience with Enlighten AI routing or AutoSummary is a major plus. Integration: Strong experience with REST APIs, JSON, and XML. You must know how to pull/push data between CXone and external CRMs (Salesforce, Zendesk, ServiceNow, etc.). Coding: Proficiency in JavaScript for custom scripting within Studio actions. Preferred Qualifications Certified NICE CXone Implementation Partner or similar certification. Experience transitioning a contact center from legacy on-premise or standard cloud to an AI-first operation. Understanding of Workforce Management (WFM) and Quality Management (QM) data flows. Soft Skills Translator: Ability to translate complex business requirements (from support managers) into technical script logic. Troubleshooter: A “detective” mindset for digging into logs to find why a specific call routed incorrectly. Adaptive: The CXone platform updates frequently; you must be comfortable learning new features (like GenAI tools) as they are released. Visit our website at spectrumone.co .