Senior Support Engineer

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.

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.

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.