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 : - Monitor NICE inContact CXone systems to ensure optimal performance and uptime.- Provide Tier 2/3 support for production issues related to IVR, ACD, Studio scripts, and integrations.- Troubleshoot and resolve real-time incidents, escalating as needed to development or vendor teams.- Collaborate with cross-functional teams to implement fixes and enhancements.- Maintain documentation for support processes, known issues,



and resolutions.- Participate in root cause analysis and post-incident reviews.- Support release management and deployment activities for contact center updates.- Ensure compliance with SLAs and operational standards.Required Skills : - 2+ years of experience supporting NICE inContact CXone in a production environment.- Robust understanding of contact center technologies including IVR, ACD, Studio, and Omnichannel routing.- Experience with monitoring tools and incident management platforms.- Familiarity with RESTful APIs and basic scripting (JavaScript, Python, etc.).- Excellent troubleshooting and communication skills.- Ability to work in a fast-paced, high-availability environment.Preferred Qualifications : - NICE CXone certifications.- Experience in financial services or regulated industries.- Familiarity with ITIL practices and change management.- Exposure to CRM platforms like Salesforce or Microsoft Dynamics (ref:hirist.tech)

📌 Incedo - NICE inContact Production Support Engineer (India)
🏢 Incedo Technology Solutions
📍 India