About the position
Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us. An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.
Responsibilities
- Serve as a technical thought leader in CX transformation, process automation, and omnichannel customer experience solutions.
- Improve and uphold technical standards for development and operations, including coding standards and department best practices.
- Architect, design, and implement scalable NICE CXone solutions including ACD, IVR, Auto Dialer, OMNI Channel, Studio, Interaction Analytics, WFM, CRM Integrations, Live Vox dialer, Medallia surveys and Auto Attendant.
- Develop custom scripts and integrations using NICE CXone Studio.
- Build, test, and troubleshoot API-based integrations and web services.
- Conduct Unit/system testing and validation to ensure performance, scalability, and reliability of the platform.
- Work with internal and external stakeholders in translating business needs into technical requirements and solutions.
- Present technical solutions, value propositions, and demo experiences to executive stakeholders.
- Stay current with industry trends, emerging technologies, and contact center innovations.
- Conduct code reviews, defect resolution, and agile/waterfall delivery.
- Pilot new technologies and adopt emerging ideas from the industry.
- Contribute to team development including recruiting efforts, mentorship, and promoting Agile best practices.
Requirements
- 5+ years' experience with NICE CXone suite of products including hands-on experience implementing NICE CXone tools, reports, dashboards, training, and call/chat workflows.
- 5+ Experience with CXone Studio scripting and advanced contact routing.
- 5+ years in software development using programming languages like JavaScript, Java, or C#.
- Strong knowledge of contact center KPIs, workforce optimization, AI/IVR integrations, and quality management tools.
- Solid understanding of REST API's and experience integrating with Web Services.
- Strong knowledge of Database, preferably AWS Posgres.
- Strong knowledge of CCaaS architecture and network infrastructure.
Nice-to-haves
- Bachelor's in Computer Science, IT, or Engineering (preferred)
- Prior work with digital transformation or process automation tools
- Certifications in NICE CXone or process automation tools
- 3+ years of structured Software Development experience using Spring / Spring Boot
- Prior knowledge of implementing AI/AL features in an enterprise environment.
Benefits
- A work environment built on teamwork, flexibility, and respect
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Team Member Vehicle Purchase Discount
- Toyota Team Member Lease Vehicle Program (if applicable)
- Comprehensive health care and wellness plans for your entire family
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
- Paid holidays and paid time off
- Referral services related to prenatal services, adoption, childcare, schools and more
- Flexible spending accounts
- Relocation assistance (if applicable)
