NICE Developer

Role Overview

Join Lorven Technologies Inc. as a NICE Developer working on contact center and conversational AI integrations. The role blends full-stack development with AWS, networking concepts, speech analytics, and omnichannel experience (IVR/ACD, workforce management, and click-to-call/chat).

Responsibilities

• Develop and integrate solutions on the NICE InContact platform including IVR and ACD workflows.
• Implement and optimize Nexidia Speech Analytics capabilities, including tuning for improved customer experience.
• Work with Workforce Management (WFM) features: scheduling, forecasting, intraday adjustments, and related skills/campaigns.
• Support Quality Management using tools such as Quality Central.
• Build conversational AI components using NLU (e.g., Ophelia) and improve ASR tuning.
• Integrate communication channels including ClicktoCall and Chat to deliver an omnichannel experience.
• Implement integrations with Salesforce and Dynamics.
• Perform full-stack development for embedded workflows such as Multifactor Authentication and Embedded Agent Workflows.
• Develop and test APIs using Postman, with strong use of SQL and data modeling.

Requirements

• Strong hands-on experience with Amazon Web Services (AWS).
• Generative LLM exposure.
• Networking concepts and protocols, including WebRTC for voice/video.
• Experience with NICE InContact components: IVR, ACD, and related workforce management.
• Familiarity with Nexidia Speech Analytics and Quality Central.
• SQL and data modeling experience.
• Ability to build omnichannel features and integrate with Salesforce and Dynamics.
• Experience building and validating APIs with Postman.

Nice to Have

• Deeper experience with Natural Language Understanding (NLU) specifically Ophelia.
• Strong background in speech/ASR tuning for customer experience improvements.