Nice Cxone Developer 2- 5 yrs

Job Summary

We are looking for an experienced NICE CXone & Contact Center Support Engineer with 2-5 years of relevant experience in Contact Center technologies, NICE CXone, Cisco Voice, Unified Communications, and Contact Center Operations. The ideal candidate should possess strong troubleshooting skills and hands-on experience supporting enterprise contact center environments, voice infrastructure, and customer experience platforms.

Key Responsibilities

• Provide L2/L3 support for NICE CXone Contact Center environments
• Administer and troubleshoot ACD, IVR, routing profiles, agent configurations, WFM, and WEM modules
• Support contact center users and coordinate with vendors for incident resolution.
• Monitor and troubleshoot voice and contact center infrastructure.
• Perform user provisioning, queue management, and skill assignment.
• Support call routing, SIP-based telephony, and voice services.
• Manage incidents, service requests, and change activities using ServiceNow.
• Troubleshoot contact center performance and call quality issues.
• Work with internal teams to ensure high availability of critical customer support platforms.
• Create technical documentation and operational procedures.

Required Skills

• 3-7 years of experience in Contact Center and Unified Communication Technologies.

• Strong experience with NICE CXone platform administration and support

• Experience with:

• ACD

• IVR

• Call Routing

• Omni-Channel Routing

• Workforce Management (WFM)

• Workforce Engagement Management (WEM)

• Knowledge of SIP and VoIP technologies.

• Experience supporting enterprise Contact Center Operations.

• Hands-on experience with ServiceNow Incident and Change Management.

• Good understanding of telecommunications and voice infrastructure.

Preferred Skills

• Experience with Genesys Contact Center support

• Cisco Unified Communications:

• CUCM

• Cisco Unity Connection

• Cisco UCCX

• Cisco Webex Calling

• Microsoft Teams Direct Routing.

• Ribbon SBC.

• Cisco CUBE.

• Voice protocols such as SIP, H.323, MGCP, SCCP, and ISDN.

• Knowledge of Networking concepts including Routing, Switching, and QoS.