Contact Center Operations Engineer (Onsite)
Core
Operational support for global contact center platforms ensuring system stability and service quality.
Role type
Senior IC contact center operations engineer
Builds
Stable contact center environment for business operations
Domain
Contact Center Technology / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Nice CXone expertise, incident management, problem management, IT service management practices, production troubleshooting, root cause analysis, operational runbook maintenance
Preferred skills
None stated
Technologies
Nice CXone, Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics, Artificial Intelligence
Responsibilities
Monitor and support daily operation of contact center platforms, Triage and resolve incidents and service requests, Perform problem management to reduce repeat incidents, Maintain documentation and operational runbooks, Support routine platform administration and reporting
Seniority
Mid-Senior, hands-on IC