Job Description
Job Information
State of Tennessee Job Information
| Opening Date/Time | 05/13/ :00AM Central Time |
| Closing Date/Time | 06/02/ :59PM Central Time |
| Salary (Monthly) | $5,647.00 - $7,326.00 |
| Salary (Annually) | $67,764.00 - $87,912.00 |
| Job Type | Full-Time |
| City, State Location | Smyrna, TN |
| Department | Finance and Administration |
LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, RUTHERFORD COUNTY
Hybrid
FTI / CJIS Finger Prints and Name Based Background Check. This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.
Qualifications
Education and Experience: Bachelor's degree and two years of experience in application design, systems analysis, or software development.
Substitution for Bachelor's degree: Relevant IT Associate's Degree.
OR
An Associate's degree and two years of related IT experience may substitute for the bachelor's degree requirement.
Substitution of Experience for Education: Related IT experience may substitute for the required bachelor's degree on a year-for-year basis to a maximum of four years.
Necessary Special Qualifications: None.
Examination Method: Education and Experience, 100% for Preferred Service positions.
Overview
This position serves as an Advanced Software Developer supporting the State's enterprise contact center platforms, including NICE CXone and ServiceNow. The incumbent is responsible for the design, development, integration, and maintenance of scalable, secure, and high-performing applications and workflows that support statewide customer service operations.
This role ensures reliable system functionality, enhances customer and agent experiences, and supports continuous improvement through modern software development and DevOps practices. The position works collaboratively with technical teams, contact center leadership, and business stakeholders to deliver effective and compliant technology solutions.
Responsibilities
Key Job Responsibilities
- Design, develop, test, and maintain applications and system integrations supporting NICE CXone, ServiceNow, and related enterprise platform.
- Develop and maintain API integrations and data exchanges between contact center and enterprise systems
- Configure and enhance CXone Studio scripts, IVR workflows, and digital engagement channels
- Analyze business requirements and translate them into technical specifications and solutions
- Monitor system performance and troubleshoot complex technical and integration issues
- Contribute to system architecture, standards development, and technical documentation
- Ensure compliance with State security policies, data governance standards, and regulatory requirements
Knowledge, Skills, and Abilities
- Knowledge of software development lifecycle (SDLC), application architecture, and integration patterns
- Ability to design and implement scalable, reliable, and secure solutions
- Ability to analyze and resolve complex technical issues
- Strong understanding of system performance, monitoring, and optimization techniques
- Ability to communicate effectively with technical and non-technical stakeholders
- Ability to work collaboratively in a team-oriented environment
Performance Expectations
- Ensures high availability and reliability of contact center platforms and integrations
- Delivers quality solutions in alignment with project timelines and State standards
- Maintains secure, compliant, and well-documented systems
- Supports continuous improvement in system performance, automation, and operational efficiency
- Contributes to improved customer experience and service delivery outcomes
Competencies (KSA's)
Competencies:
1. Manages Complexity
2. Tech Savvy
3. Decision Quality
4. Collaborates
5. Communicates Effectively
Knowledges:
1. Programming Languages
2. Object Oriented Programming and Mobile App Development,
3. Database Development and System Architecture
4. Web Services (XML, SSL)
5. Cloud computing platforms
Skills:
1. Code Management
2. Security Enhancement
3. Cross-Platform Communication
4. Object Oriented Programming for Mobile
5. Test Plan Execution, Data Design and Modeling
Abilities:
1. Work Independently with minimal supervision
2. Reliability as a team contributor
3. Flexibility
4. Planning and Organization
5. Excellent Written and Oral Communication
Tools & Equipment
1. Computer
2. Telephone
3. Printer and Scanner/Copier