NICE CXOne Support Engineer
RemoteUnited States or India
Job Summary
Monitor and resolve Level 3 production incidents, outages, and service requests for NICE CXone contact center environments hosted on-premises and in the cloud. Perform root cause analysis and implement preventive solutions while supporting core capabilities including ACD, IVR, call routing, agent desktop, and digital channels. Troubleshoot APIs, CRM, telephony, and cloud integrations; enhance monitoring and observability using Splunk, Zabbix, CloudWatch, or Datadog. Create troubleshooting guides, operational documentation, and drive automation and continuous operational improvements. Collaborate closely with development, infrastructure, and business teams to support deployments, releases, and production changes. Ensure the delivery of reliable, secure, and high-performing contact center solutions while providing an exceptional customer experience.
Required Qualifications
- 5+ years of experience supporting NICE CXone/NICE inContact
- 4+ years of L3 production support experience
- Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards
- Experience with call routing, SIP, CRM, chat, and contact center technologies
- Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog
- Experience with AWS, Azure, or GCP environments
- Knowledge of REST APIs and cloud integrations
- Strong troubleshooting and incident management skills
- Experience with Agile, ITIL, and change management
- Excellent communication and documentation skills
Desired Qualifications
- NICE CXone certifications
- AWS/Azure cloud certifications
- Experience with Amazon Connect or other CCaaS platforms
- Knowledge of Python, PowerShell, or Bash
- Experience with ServiceNow and Jira
- Familiarity with AI productivity tools such as GitHub Copilot or ChatGPT
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