NICE CXOne Support Engineer

Miratech

1d • Remote

About The Position

The CAA TechOps team provides Level 3 production support for NICE CXone contact center environments hosted across both on-premises and cloud-based platforms. The team is responsible for maintaining platform stability through proactive monitoring, incident and outage management, root cause analysis (RCA), and continuous operational improvements. In this role, you will support core contact center capabilities including ACD, IVR, call routing, agent desktop, digital channels, and cloud integrations. You will collaborate closely with development, infrastructure, and business teams to troubleshoot production issues, support deployments and production changes, enhance monitoring and observability, and ensure the delivery of reliable, secure, and high-performing contact center solutions while providing an exceptional customer experience.

Requirements

• 5+ years of experience supporting NICE CXone/NICE inContact.
• 4+ years of L3 production support experience.
• Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.
• Experience with call routing, SIP, CRM, chat, and contact center technologies.
• Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog.
• Experience with AWS, Azure, or GCP environments.
• Knowledge of REST APIs and cloud integrations.
• Strong troubleshooting and incident management skills.
• Experience with Agile, ITIL, and change management.
• Excellent communication and documentation skills.

Nice To Haves

• NICE CXone certifications.
• AWS/Azure cloud certifications.
• Experience with Amazon Connect or other CCaaS platforms.
• Knowledge of Python, PowerShell, or Bash.
• Experience with ServiceNow and Jira.
• Familiarity with AI productivity tools such as GitHub Copilot or ChatGPT.

Responsibilities

• Provide L3 production support for NICE CXone environments.
• Monitor and resolve production incidents, outages, and service requests.
• Perform RCA and implement preventive solutions.
• Support ACD, IVR, call routing, agent desktop, and digital channels.
• Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.
• Support deployments, releases, and production changes.
• Troubleshoot APIs, CRM, telephony, and cloud integrations.
• Create troubleshooting guides and operational documentation.
• Collaborate with cross-functional teams on issue resolution.
• Drive automation and continuous operational improvements.

Benefits

• health insurance
• language courses
• relocation program
• professional development opportunities
• certification programs
• mentorship and talent investment programs
• internal mobility and internship opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed