Software Engineer (Service Center)

Want to be a bswifter?

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

Position Summary

We are looking for a motivated Software Engineer to support and help build the technology that powers bswift’s contact center operations.

In this role, you will work across telephony and IVR scripting, digital chat, API integrations, Salesforce integrations, and bswift applications, including the CSR portal, to help ensure reliable and seamless client service operations.

You will develop and maintain NICE ACD and Digital Chat scripts, contribute to application development, API integrations, and data queries across multiple systems, and collaborate closely with the Telephony, Development, Salesforce, and Workforce Management (WFM) teams under the guidance of the Technical Lead.

Roles and Responsibilities

IVR & Digital Chat Script Development

Develop and maintain client-specific IVR and Digital Chat scripts on the NICE platform or an equivalent telephony platform, including skill setup and Copilot/agent-assist configurations.
Write, maintain, and troubleshoot script-level API integrations using JSON payloads and RESTful APIs.
Support new client implementations by developing client-specific telephony scripts and verifying that required Salesforce and bswift configurations are complete.
Provide Open Enrollment (OE) support by coordinating IVR and chat script updates and ensuring the appropriate scripts are enabled according to OE timelines.

Application Development & Support

Contribute to the development, maintenance, and enhancement of the UDR CSR portal using React and DynamoDB, including bswift SSO integrations.
Support development teams working on dashboards, chatbots, and portals by providing guidance on the effective use of NICE APIs.
Write and troubleshoot SQL and NoSQL queries across Salesforce, PostgreSQL, SQL Server, and DynamoDB to investigate and resolve backend and end-to-end application issues.

Client & Operational Support

Collaborate with implementation and channel partner teams during new client rollouts, while coordinating with WFM on CSR skilling requirements.
Process service requests related to new toll-free numbers, number porting, and recording requirements.
Create interim IVR recordings using tools such as Audacity until professional recordings are available.

Quality, Collaboration & Agile Practices

Follow Git-based development workflows and branching strategies to support effective collaboration throughout the software development lifecycle.
Participate in Agile ceremonies, grooming sessions, and team discussions, contributing to the testability, quality, and reliability of scripts and integrations.
Maintain clear documentation of scripts, configurations, processes, and known issues to support knowledge transfer and team continuity.

Nice-to-Have Exposure

Familiarity with quality management tools such as Cresta and their integrations with Salesforce and NICE.
Exposure to automated outbound outreach solutions such as NICE ProactiveXS, particularly processes driven by Salesforce case data.

Knowledge, Education & Experience

Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
3–5 years of experience in software development, telephony/IVR scripting, contact center technology, or a related technical role.
Familiarity with JavaScript or similar scripting languages, with a willingness to learn NICE’s proprietary scripting language.
Working knowledge of JSON, including experience making, integrating, or troubleshooting RESTful API calls.
Exposure to React and DynamoDB, or strong programming fundamentals with a willingness to learn these technologies.
Basic knowledge of SQL, with exposure to NoSQL databases such as DynamoDB considered an advantage.
Understanding of Agile methodologies, Git version control, and collaborative software development workflows.
Strong communication and problem-solving skills, with the ability to collaborate across cross-functional teams, including Telephony, Salesforce, WFM, and Development.
Prior exposure to contact center technologies such as IVR, ACD, or digital chat platforms is preferred.
Experience or familiarity with the Benefits Administration domain is an added advantage.

Why Join bswift?
At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions.

Benefits of Working at bswift:

Comprehensive Health Benefits : Medical, Accidental and Term Life Insurance coverage to support your wellness and that of your family.

Competitive Compensation : A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.

Hybrid work-model: With flexible working hours

Retirement Savings Plans : Options like Provident Fund and Gratuity to help you plan for a secure financial future with employer contribution

Professional Development : Opportunities for career growth, including training and access to resources to support your career progression.
Supportive Culture : A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
Employee Wellbeing Initiatives : Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.

Make an Impact : At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work . We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.

bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally.

If you have what it takes to join our award-winning culture, we’d love to hear from you!