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.
• Strong 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 workplace.

📌 Senior Software Engineer (Gurugram)
🏢 Incedo
📍 Gurugram