Chennai, Tamil Nadu

Job Summary

NICE CXone L3 Support Engineer

Key Responsibilities

Platform Administration &

• Support • Provide L3 support for NICE CXone Contact Center environments.

- Manage and maintain NICE CXone platform configuration and administration.
- Configure and troubleshoot: o ACD (Automatic Call Distribution) o Skills-based routing o Voice queues o Digital channels o Agent and supervisor profiles o Campaigns and business units • Perform user provisioning, de-provisioning, and role management. IVR &
- Routing Management • Design, maintain, and troubleshoot IVR applications.
- Develop and enhance Studio scripts and routing logic.
- Configure call flows, skills, priorities, and queue management.
- Support inbound and outbound call routing requirements Incident &
- Problem Management • Lead resolution of P1/P2 incidents and major outages.
- Perform root cause analysis (RCA) and implement preventive actions.
- Coordinate with NICE, telecom vendors, and internal teams for issue resolution.
- Ensure SLA compliance and timely service restoration. Monitoring &
- Performance Management • Monitor NICE CXone platform health and service availability.
- Identify trends, recurring incidents, and service improvement opportunities.
- Perform capacity planning and system optimization.
- Create proactive monitoring and alerting mechanisms. Change &
- Release Management • Support platform upgrades, patches, and configuration changes.
- Participate in CAB meetings and change reviews.
- Validate and implement approved changes following ITIL processes.
- Conduct risk assessments prior to production deployments. Integration &
- Troubleshooting • Support integrations with: o CRM systems (Salesforce, ServiceNow, etc.)



o SIP/VoIP platforms o APIs and middleware solutions o Workforce Management (WFM) o Recording and Quality Management solutions • Troubleshoot telephony, API, and application integration issues. Documentation &
- Knowledge Management • Develop support runbooks and SOPs.
- Maintain technical documentation and architecture diagrams.
- Conduct knowledge transfer sessions for L1/L2 teams.
- Drive automation and operational efficiency initiatives.

Skill Requirements

Mandatory Technical Skills NICE CXone • NICE CXone Administration • ACD Configuration • Studio Scripting • Skills &
- Queue Management • Agent Configuration • Digital Channel Support • Reporting &
- Analytics • IVR Configuration Contact Center Technologies • SIP • VoIP • Call Routing • Telephony Concepts • Omnichannel Contact Center Operations ITSM &
- Operations • Incident Management • Problem Management • Change Management • ServiceNow • ITIL Framework Monitoring &
- Troubleshooting • Log Analysis • Root Cause Analysis • Performance Tuning • Service Health Monitoring

Other Requirements

Preferred Skills • NICE CXone Certification • Experience with: o Salesforce o ServiceNow o AWS / Azure o REST API Integrations o SQL Reporting o PowerShell / Python Automation • Workforce Management (WFM) • Quality Monitoring (QM) • Recording Solutions Soft Skills • Strong stakeholder management. • Excellent verbal and written communication. • Ability to handle customer escalations independently. • Leadership and mentoring skills. • Robust analytical and problem-solving abilities.

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📌 Track Lead - Cisco Contact Center (Chennai)
🏢 HCLTech
📍 Chennai