Nice CX-One Support Engineer

Miratech • Yakima, WA

92d

About The Position

Miratech is seeking a skilled NICE CX-One Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will support NICE-based routing solutions, IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms. You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.

Requirements

• 5+ years of hands-on support experience with NICE CXone products including scripting.
• Knowledge of SIP/VoIP/WebRTC protocols.
• Strong communication skills for stakeholder updates and incident handling.
• Strong troubleshooting and problem-solving skills.

Nice To Haves

• Splunk (monitoring/log analysis).
• SQL / Informat for reporting and troubleshooting.
• REST API troubleshooting and support.
• Exposure to NLU platforms (Dialogflow, Lex, AI integrations).

Responsibilities

• Provide L2/L3 support for NICE CXone suite of products.
• Troubleshoot and resolve issues in Studio scripting, call flows, and routing logic.
• Manage P1/P2 incidents, perform RCA, and ensure timely resolution.
• Handle communication and outage management for stakeholders.
• Update knowledge base (KT) and set up proactive monitoring and processes.
• Monitor scheduled changes and assess impact before implementation.
• Work with SMEs, Infrastructure, and Helpdesk teams on escalations.
• Coordinate day-to-day support activities, including monitoring and alerting.

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers