Track Lead - Cisco Contact Center

Job Summary

NICE CXone L3 Support Engineer

Key Responsibilities

Platform Administration & Support • Provide L3 support for NICE CXone Contact Center environments. • Manage and maintain NICE CXone platform configuration and administration. • Configure and troubleshoot: o ACD (Automatic Call Distribution) o Skills-based routing o Voice queues o Digital channels o Agent and supervisor profiles o Campaigns and business units • Perform user provisioning, de-provisioning, and role management. IVR & Routing Management • Design, maintain, and troubleshoot IVR applications. • Develop and enhance Studio scripts and routing logic. • Configure call flows, skills, priorities, and queue management. • Support inbound and outbound call routing requirements Incident & Problem Management • Lead resolution of P1/P2 incidents and major outages. • Perform root cause analysis (RCA) and implement preventive actions. • Coordinate with NICE, telecom vendors, and internal teams for issue resolution. • Ensure SLA compliance and timely service restoration. Monitoring & Performance Management • Monitor NICE CXone platform health and service availability. • Identify trends, recurring incidents, and service improvement opportunities. • Perform capacity planning and system optimization. • Create proactive monitoring and alerting mechanisms. Change & Release Management • Support platform upgrades, patches, and configuration changes. • Participate in CAB meetings and change reviews. • Validate and implement approved changes following ITIL processes. • Conduct risk assessments prior to production deployments. Integration & Troubleshooting • Support integrations with: o CRM systems (Salesforce, ServiceNow, etc.) o SIP/VoIP platforms o APIs and middleware solutions o Workforce Management (WFM) o Recording and Quality Management solutions • Troubleshoot telephony, API, and application integration issues. Documentation & Knowledge Management • Develop support runbooks and SOPs. • Maintain technical documentation and architecture diagrams. • Conduct knowledge transfer sessions for L1/L2 teams. • Drive automation and operational efficiency initiatives.

Skill Requirements

Mandatory Technical Skills NICE CXone • NICE CXone Administration • ACD Configuration • Studio Scripting • Skills & Queue Management • Agent Configuration • Digital Channel Support • Reporting & Analytics • IVR Configuration Contact Center Technologies • SIP • VoIP • Call Routing • Telephony Concepts • Omnichannel Contact Center Operations ITSM & Operations • Incident Management • Problem Management • Change Management • ServiceNow • ITIL Framework Monitoring & Troubleshooting • Log Analysis • Root Cause Analysis • Performance Tuning • Service Health Monitoring

Other Requirements

 Preferred Skills • NICE CXone Certification • Experience with: o Salesforce o ServiceNow o AWS / Azure o REST API Integrations o SQL Reporting o PowerShell / Python Automation • Workforce Management (WFM) • Quality Monitoring (QM) • Recording Solutions Soft Skills • Strong stakeholder management. • Excellent verbal and written communication. • Ability to handle customer escalations independently. • Leadership and mentoring skills. • Strong analytical and problem-solving abilities.