Software Developer - Consumer Experience

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

Software Developer - Consumer Experience

San Diego, CA (Collab)

Look for a Software Developer experienced in NICE CXONE and Salesforce for custom application development, AI integration, and workflow maintenance to bring the next gen Consumer Experience for our players

Key Responsibilities:

- Develop and maintain NICE CXONE self-service applications, IVR workflows, and advanced scripts using CXONE Studio to integrate with Salesforce for optimizing contact center operations.

- Administer and optimize NICE CXONE platform configurations, including routing and skill-based assignments.

- Develop solutions on Salesforce to improve service cloud experience for service representatives and Experience Cloud updates for direct-to-consumer experience.

- Integrate Salesforce and NICE CXONE platforms with enterprise systems and cloud services to guarantee smooth data flow and improve customer engagement.

- Monitor and maintain the security, compliance, and performance of contact center and CRM environments, following industry guidelines.

- Keep up-to-date with AI advancements in Salesforce (Einstein, AgentForce) and NICE CXONE MPower (Enlighten AI), adjusting solutions to integrate the most recent features.

- Document solution architectures, coding standards, and workflows; provide training and support to technical and operational teams.

- Participate in technical roadshows and hackathons to bring out new ideas and capabilities to improve the consumer experience.

Required Qualifications:

-Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience.

-2+ years of hands-on NICE CXONE scripting and platform administration experience, including CXONE Studio development and contact center workflow optimization.

-2+ years of software development experience with Salesforce.

-Experience with API integrations, strong programming skills in Apex, REST Webservices.

Proficient knowledge of contact center technologies, IVR development, CCaaS architecture.

-Familiar with security protocols, multi-factor authentication, and role-based access controls.

Proficient at solving complex problems and working effectively with diverse teams within an Agile software development life cycle environment.

Preferred Qualifications:

-Active Certifications in Salesforce Development, NICE CXONE Cloud Administration, and Studio Scripting.

- Knowledge of JIRA and adeptness in drafting concise technical Jira stories when needed, delineating development tasks, setting acceptance criteria, and securing clarity for the agile team.

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At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

The estimated base pay range for this role is listed below.

$125,800 - $188,800 USD

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.