NICE CXOne Support Engineer

Infosys•Jacksonville, FL

1d•Onsite

About The Position

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below: Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements. Participate in design discussions to capture software specifications, and aid in creation of process documentation. Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements. Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance. Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure. Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance. Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository. Your contribution to the team: An agile mindset with effective communication and problem-solving skills. The ability to work on majority of the areas as part of SDLC lifecycle. Passion for innovating solutions that drive progress and meet future challenges. A proactive approach to monitoring and resolving production issues before they escalate. Commitment to continuous learning, knowledge sharing, and fostering team development.

Requirements

Experience in NICE CXone administration, configuration, troubleshooting, and production support.
Knowledge of ACD, IVR, Studio scripting, skill-based routing, queue management, omnichannel routing, voice/chat channels, call flows, and contact center operations.
Ability to diagnose and resolve telephony, routing, scripting, agent desktop, and platform-related issues, perform root-cause analysis, manage incidents, and support releases and deployments.
Experience with REST APIs, CRM integrations (Salesforce/ServiceNow), SIP/VoIP telephony, reporting, analytics, monitoring, and cloud contact center environments.
Strong understanding of customer service operations, troubleshooting methodologies, stakeholder communication, documentation, and 24x7 production support processes.
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply.

Nice To Haves

Exposure to NICE CXone cloud contact center platforms with expertise in Studio scripting, ACD/IVR design, omnichannel routing, CRM integrations, WFM/QM modules, SIP/VoIP troubleshooting, analytics, cloud technologies, and AI-enabled customer experience solutions.
Experience supporting enterprise contact center operations, platform migrations, automation initiatives, and high-volume production environments is highly desirable.

Responsibilities

Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
Participate in design discussions to capture software specifications, and aid in creation of process documentation.
Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository