Sr Analyst

Job Summary

Nice CXone Support Engineer

CXone Support Engineer (L2-L1)\\\\r\\\\nPosition: CXone Support Engineer – L2\\\\r\\\\nExperience: 3+ Years\\\\r\\\\nDomain: Contact Center as a Service (CCaaS)\\\\r\\\\nLocation: 1- L2 - Noida and 1- L1- Lucknow\\\\r\\\\n\\\\r\\\\nJob Summary\\\\r\\\\nWe are looking for a skilled CXone Support Engineer (L2) with over 3 years of hands-on experience in the NICE CXone platform and Contact Center as a Service (CCaaS) technologies. The ideal candidate should possess strong troubleshooting abilities, production support experience, and expertise in configuring, maintaining, and supporting NICE CXone solutions while ensuring high platform availability and customer satisfaction.\\\\r\\\\n\\\\r\\\\nRoles & Responsibilities\\\\r\\\\nProvide L2 production support for NICE CXone applications and telephony environments.\\\\r\\\\nTroubleshoot and resolve incidents, service requests, and platform-related issues within SLA.\\\\r\\\\nConfigure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows.\\\\r\\\\nMonitor system health and proactively identify potential issues.\\\\r\\\\nPerform root cause analysis (RCA) for recurring production incidents.\\\\r\\\\nSupport deployment of configuration changes and application enhancements.\\\\r\\\\nCollaborate with L1, L3, development, infrastructure, and business teams.\\\\r\\\\nHandle user administration, access management, and role-based permissions.\\\\r\\\\nCreate and maintain operational documentation, SOPs, and knowledge base articles.\\\\r\\\\nParticipate in on-call support and production releases.\\\\r\\\\nEnsure compliance with ITIL processes.\\\\r\\\\nRequired Technical Skills\\\\r\\\\nNICE CXone Administration\\\\r\\\\nStudio Script Development & Troubleshooting\\\\r\\\\nACD Configuration\\\\r\\\\nSkill Management\\\\r\\\\nAgent Profiles & Teams\\\\r\\\\nBusiness Data\\\\r\\\\nRouting Configuration\\\\r\\\\nIVR Support\\\\r\\\\nDigital Channels (preferred)\\\\r\\\\nReporting and basic Analytics\\\\r\\\\nRecording & Quality Management (good to have)\\\\r\\\\nContact Center Operations\\\\r\\\\nOmnichannel Routing\\\\r\\\\nCall Flows\\\\r\\\\nQueue Management\\\\r\\\\nWorkforce concepts\\\\r\\\\nCustomer Interaction Lifecycle\\\\r\\\\nSIP Basics\\\\r\\\\nVoice Routing\\\\r\\\\nPSTN Concepts\\\\r\\\\nBasic VoIP Troubleshooting\\\\r\\\\nREST APIs\\\\r\\\\nOAuth Basics\\\\r\\\\nCRM Integrations (Salesforce, ServiceNow, Dynamics – preferred)\\\\r\\\\nRequired Skills\\\\r\\\\nStrong analytical and troubleshooting skills.\\\\r\\\\nExperience working in a 24×7 production support environment.\\\\r\\\\nExcellent communication and stakeholder management.\\\\r\\\\nAbility to prioritize multiple incidents simultaneously.\\\\r\\\\nKnowledge of SLA, KPI, and operational support processes.\\\\r\\\\nStrong documentation skills.\\\\r\\\\nTeam player with excellent problem-solving abilities.\\\\r\\\\nPreferred Qualifications\\\\r\\\\nBachelor\\\\\\\'s degree in Computer Science, Information Technology, or related field.\\\\r\\\\nNICE CXone Certification (Preferred).\\\\r\\\\nITIL Foundation Certification (Preferred).\\\\r\\\\nExperience with cloud-based contact center platforms.\\\\r\\\\nExperience Required\\\\r\\\\n3+ years of hands-on experience in NICE CXone Administration and Support.\\\\r\\\\nExperience supporting enterprise Contact Center environments.\\\\r\\\\nExposure to production support, incident management, and change management processes.\\\\r\\\\nExperience working with global clients is preferred.

Key Responsibilities

Provide L2 production support for NICE CXone applications and telephony environments. Troubleshoot and resolve incidents, service requests, and platform-related issues within SLA. Configure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows. Monitor system health and proactively identify potential issues. Perform root cause analysis (RCA) for recurring production incidents. Support deployment of configuration changes and application enhancements. Collaborate with L1, L3, development, infrastructure, and business teams. Handle user administration, access management, and role-based permissions. Create and maintain operational documentation, SOPs, and knowledge base articles. Participate in on-call support and production releases. Ensure compliance with ITIL processes

Skill Requirements

NICE CXone Administration Studio Script Development & Troubleshooting ACD Configuration Skill Management Agent Profiles & Teams Business Data Routing Configuration IVR Support Digital Channels (preferred) Reporting and basic Analytics Recording & Quality Management (good to have) Contact Center Operations Omnichannel Routing Call Flows Queue Management Workforce concepts Customer Interaction Lifecycle SIP Basics Voice Routing PSTN Concepts Basic VoIP Troubleshooting REST APIs OAuth Basics CRM Integrations (Salesforce, ServiceNow, Dynamics – preferred)

Other Requirements

Rotation Against Harshitha S