Description: Short DescriptionOMNI Production Control Engineer

Engagement & Project OverviewProduction Control is a contact center support team in OMNI Channel managing multiple contact center solutions like Genesys Engage Premise, Nice CXOne , Amazone Connect, Genesys Cloud.

This team is responsible for maintaining stability in production environment and work on Outage/RCA management, Incident Management, Monitoring and Alerting.

Apart from this end-to-end business process activities related to the ongoing migrations and support across multiple LOB’s and collaborate with Dev team and other stakeholders to ensure the team delivers value to the business and ensures the best-in-class customer experience.

Primary Responsibilities

5+ years' experience with NICE CXone suite of products including hands-on experience implementing/supporting NICE CXone tools, reports, dashboards, call flows

3 to 5+ years of experience with CXone Studio scripting and advanced contact routing.

Knowledge of integration of CXone with CRM and other applications /databases for screen-pops ,authentication, routing and other features.

Experience with enterprise level CCaaS architecture for complex business needs.





Working knowledge of CXOne applications like Supervisor ,auto attendant, survey management,QM etc.

Working knowledge of NLU platform (e.g. DialogFlow, Lex) and AI integration

Strong understanding of SIP, VoIP, WebRTC, and telephony protocols

Provide support for P1 and P2 issues

Communication and Outage Management

Identify, Coordinate, Document RCA for P1 and P2 issues

Update KT for any recent Issues and set up process to proactive alert and fix for issues

Monitor the Changes scheduled and look for any potential impact which could be caused

Day to day activities involves working P3-P5 Tickets, Monitoring and Alerting, address and coordinate with Infrastructure, Helpdesk , address and ack escalations.

Work on Reviewing changes with SMEs

Must Have SkillsFunctionality and Troubleshooting Areas

- NICE Studio scripting & call flow design
- Auto attendant, Survey Management, CXOne Reporting and other CXOne applications
- MAX, CXOne Agent
- ACD, IVR

Skills: Nice CXOne

Experience Required: 6-8

Location: Hyderabad

📌 IND_Engineer (Mumbai)
🏢 Artech Infosystems
📍 Mumbai