Job Summary:
We are seeking a detail-oriented and technically proficient NICE inContact Production Support Engineer to maintain and support our cloud-based contact center infrastructure. This role focuses on ensuring the stability, performance, and reliability of NICE CXone systems in a live production environment, with a strong emphasis on incident resolution and continuous improvement.
Key Responsibilities:
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Monitor NICE inContact CXone systems to ensure optimal performance and uptime.
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Provide Tier 2/3 support for production issues related to IVR, ACD, Studio scripts, and integrations.
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Troubleshoot and resolve real-time incidents, escalating as needed to development or vendor teams.
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Collaborate with cross-functional teams to implement fixes and enhancements.
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Maintain documentation for support processes, known issues, and resolutions.
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Participate in root cause analysis and post-incident reviews.
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Support release management and deployment activities for contact center updates.
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Ensure compliance with SLAs and operational standards.
Required Skills:
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2+ years of experience supporting NICE inContact CXone in a production environment.
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Strong understanding of contact center technologies including IVR, ACD, Studio, and Omnichannel routing.
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Experience with monitoring tools and incident management platforms.
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Familiarity with RESTful APIs and basic scripting (JavaScript, Python, etc.).
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Excellent troubleshooting and communication skills.
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Ability to work in a quick-paced, high-availability environment.

📌 Senior Software Engineer (Gurugram)
🏢 Incedo
📍 Gurugram