We are looking for an experienced NICE CXone & Contact Center Support Engineer with 3-7 years of relevant experience in Contact Center technologies, NICE CXone, Cisco Voice, Unified Communications, and Contact Center Operations. The ideal candidate should possess strong troubleshooting skills and hands-on experience supporting enterprise contact center environments, voice infrastructure, and customer experience platforms.
Key Responsibilities
- Provide L2/L3 support for NICE CXone Contact Center environments
- Administer and troubleshoot ACD, IVR, routing profiles, agent configurations, WFM, and WEM modules
- Support contact center users and coordinate with vendors for incident resolution.
- Monitor and troubleshoot voice and contact center infrastructure.
- Perform user provisioning, queue management, and skill assignment.
- Support call routing, SIP-based telephony, and voice services.
- Manage incidents, service requests, and change activities using ServiceNow.
- Troubleshoot contact center performance and call quality issues.
- Work with internal teams to ensure high availability of critical customer support platforms.
- Create technical documentation and operational procedures.
Required Skills
- 3-7 years of experience in Contact Center and Unified Communication Technologies.
- Solid experience with NICE CXone platform administration and support
- Experience with
- ACD
- IVR
- Call Routing
- Omni-Channel Routing
- Workforce Management (WFM)
- Workforce Engagement Management (WEM)
- Knowledge of SIP and VoIP technologies.
- Experience supporting enterprise Contact Center Operations.
- Hands-on experience with ServiceNow Incident and Change Management.
- Good understanding of telecommunications and voice infrastructure.
Preferred Skills
- Experience with Genesys Contact Center support
- Cisco Unified Communications
- CUCM
- Cisco Unity Connection
- Cisco UCCX
- Cisco Webex Calling
- Microsoft Teams Direct Routing.
- Ribbon SBC.
- Cisco CUBE.
- Voice protocols such as SIP, H.323, MGCP, SCCP, and ISDN.
- Knowledge of Networking concepts including Routing, Switching, and QoS.