NICE CXOne Support Engineer
Core
Provide Level 3 production support for NICE CXone contact center environments, ensuring platform stability and high performance for healthcare clients.
Role type
Senior L3 Production Support Engineer (Contact Center)
Builds
Reliable, secure, and high-performing contact center solutions including ACD, IVR, call routing, and digital channels.
Domain
Contact Center as a Service (CCaaS), Telephony, Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
NICE CXone/NICE inContact support, ACD/IVR/routing, incident management, root cause analysis, cloud platforms (AWS/Azure/GCP), monitoring tools (Splunk/Zabbix/CloudWatch/Datadog), API troubleshooting, documentation
Preferred skills
Python/PowerShell/Bash scripting, ServiceNow/Jira, Amazon Connect, AI productivity tools
Technologies
NICE CXone, Splunk, Zabbix, CloudWatch, Datadog, AWS, Azure, GCP, REST APIs, SIP, CRM
Responsibilities
Monitor and resolve production incidents and outages, perform root cause analysis and implement preventive solutions, support deployments and production changes, troubleshoot APIs and cloud integrations, create troubleshooting guides and operational documentation, drive automation and continuous operational improvements
Seniority
Senior, hands-on IC
