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 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