Software Development Engineer - NUANCE

Key Responsibilities:

  • Support the solutions team with custom developments, integration, customization of internal or partner solutions for client requirements.
  • Translate requirements to high and low level design.
  • Perform research and design for major technical areas.
  • Create functional, well-designed, well-tested, high-quality code for company products.
  • Support in Technical and Functional reviews to ensure the quality of the team’s deliverables.
  • Assist in identifying process improvements and application/platform enhancements.
  • Provide technical and product inputs while interpreting requirements effectively and collaborating with cross functional team members including internal partner or internal teams.
  • Analyze and communicate the impact of new features and roadmap changes.
  • Possess a can-do attitude to balance work volume, set limits, and project deadlines, while prioritizing to maintain and deliver quality work.
  • Designing IVR and call flow, setting update contact center environment as per client need, initial configuration of skill, queue, agent and supervisor IDs and permissions.
  • IVR and call flow issue debugging and fixing.
  • Support client implementations and project as per their requirements for partnership.
  • Good technical skills with hands on experience across Contact Center solutions

Qualifications & Experience:

  • At least 3-5 years of software development across IVR, telephony, conversational design, or similar contact center technology solutions.
  • 2+ years of strong experience on Nuance product development and operations – like Nuance Gatekeeper, Nuance Agent Coach, Nuance Agent Wrap-up, Nuance Analytics, NDEP, NPEP, etc.
  • 3+ years of experience with BPOs
  • Exposure to Contact Center Infrastructure.
  • Java expertise in development, Webservices (SOAP and REST) development
  • Expertise in Nuance Skills, Nuance NDF, NDM, Nuance Suite
  • Experience in creating High-level and low-level detail design document.
  • Strong debugging and review skills.
  • Bachelors or Masters degree in computer science preferred.

Nice to Have:

  • Experience in VoiceXML , JavaScript and Java
  • Exposure to Cloud solutions and infra
  • Hands-on exposure in Nuance Speech Suite and Nuance Security Suite.
  • Knowledge on Nuance Call steering application.
  • Experience of supporting at L2, L3 level


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