NICE CXOne Support Engineer
Core
Provide Level 3 production support for NICE CXone contact center environments, ensuring platform stability through incident management, root cause analysis, and operational improvements.
Role type
Senior IC contact center support engineer
Builds
Reliable, secure, and high-performing contact center solutions for global clients
Domain
Contact Center as a Service (CCaaS), Telephony, Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
NICE CXone/NICE inContact support, ACD, IVR, call routing, incident management, root cause analysis, cloud integrations, API troubleshooting, observability tools, AWS/Azure/GCP environments, REST APIs, Agile, ITIL, change management
Preferred skills
NICE CXone certifications, AWS/Azure cloud certifications, Amazon Connect experience, Python/PowerShell/Bash scripting, ServiceNow, Jira, AI productivity tools
Technologies
NICE CXone, NICE inContact, Splunk, Zabbix, CloudWatch, Datadog, AWS, Azure, GCP, Amazon Connect, ServiceNow, Jira, GitHub Copilot, ChatGPT
Responsibilities
Monitor and resolve production incidents, outages, and service requests; Perform RCA and implement preventive solutions; Support ACD, IVR, call routing, agent desktop, and digital channels; Monitor platform health using observability tools; Support deployments, releases, and production changes; Troubleshoot APIs, CRM, telephony, and cloud integrations; Create troubleshooting guides and operational documentation; Collaborate with cross-functional teams on issue resolution; Drive automation and continuous operational improvements
Seniority
Senior, hands-on IC
