Nice Cxone Developer

Job Summary

We are looking for an experienced NICE CXone & Contact Center Support Engineer with 7-12 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.