Senior Software Engineer

Job Summary:

We are seeking a detail-oriented and technically proficient NICE inContact Production Support Engineer to maintain and support our cloud-based contact center infrastructure. This role focuses on ensuring the stability, performance, and reliability of NICE CXone systems in a live production environment, with a strong emphasis on incident resolution and continuous improvement.

Key Responsibilities:

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Monitor NICE inContact CXone systems to ensure optimal performance and uptime.

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Provide Tier 2/3 support for production issues related to IVR, ACD, Studio scripts, and integrations.

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Troubleshoot and resolve real-time incidents, escalating as needed to development or vendor teams.

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Collaborate with cross-functional teams to implement fixes and enhancements.

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Maintain documentation for support processes, known issues, and resolutions.

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Participate in root cause analysis and post-incident reviews.

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Support release management and deployment activities for contact center updates.

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Ensure compliance with SLAs and operational standards.

Required Skills:

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2+ years of experience supporting NICE inContact CXone in a production environment.

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Strong understanding of contact center technologies including IVR, ACD, Studio, and Omnichannel routing.

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Experience with monitoring tools and incident management platforms.

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Familiarity with RESTful APIs and basic scripting (JavaScript, Python, etc.).

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Excellent troubleshooting and communication skills.

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Ability to work in a fast-paced, high-availability environment.