Nice Cxone 7 - 12 yrs

Infosys; Hyderabad, Chennai District, Bengaluru; Ibrido; INR 1.200.000 - 1.800.000; Tempo pieno

Descrizione del lavoro

Infosys, Hyderabad, seeks a talented NICE CXone Support Engineer/Administrator with experience in NICE CXone platform, Studio, IVR, routing, and agent administration. The role covers platform administration, incident resolution, and ensuring smooth inbound/outbound contact center services.

Strong troubleshooting and documentation skills are required. The role involves production support, script development in CXone Studio, IVR development, and monitoring to meet SLAs.

Competenze

• Bachelor's degree or equivalent in CS/IT/Engineering or related field.

Mansioni

• Administer and support the NICE CXone platform in production environments.
• Create and manage users, agent profiles, teams, skills, campaigns, queues, and business units.
• Configure roles, permissions, access controls, and user assignments.
• Perform platform configuration changes based on business requirements.
• Maintain platform availability, stability, and performance.
• Monitor inbound and outbound contact center operations.
• Troubleshoot platform, routing, telephony, and agent-related issues.
• Ensure adherence to SLAs and operational standards.
• Act as primary support contact for production incidents and service requests.
• Create, modify, test, and maintain NICE CXone Studio scripts.
• Develop and support IVR call flows based on business requirements.
• Configure routing strategies, skills-based routing, and queue logic.
• Validate script changes and routing configurations before production deployment.
• Support call flow enhancements and optimization initiatives.
• Analyze Studio traces and logs to identify root causes of routing failures.
• Investigate call-flow issues, disconnected calls, and unexpected routing behavior.
• Resolve production incidents related to agents, queues, campaigns, and telephony.
• Troubleshoot MAX Agent login, session, connectivity, and performance issues.
• Coordinate with telecom, networking, and infrastructure teams for issue resolution.
• Investigate voice quality issues, call drops, latency, and call-routing incidents.
• Troubleshoot SIP and telephony-related issues impacting contact center operations.
• Support inbound, outbound, callback, and blended contact center environments.
• Validate voice configurations following platform changes and deployments.
• Perform end-to-end testing of inbound and outbound call flows.
• Validate routing behavior after configuration changes and production releases.
• Support SIT, UAT, and Production testing activities.
• Document test results and deployment validations.
• Monitor contact center performance and operational metrics.
• Generate operational reports and dashboards.
• Track incidents, service requests, and problem tickets.
• Provide recommendations for process improvements and operational efficiency.
• Maintain SOPs, runbooks, and knowledge-base documentation.
• Document troubleshooting procedures and platform configurations.
• Participate in knowledge-transfer sessions and team training activities.

Conoscenze

NICE CXone

ACD Configuration

Queue Management

Campaign Management

User Administration

Roles & Permissions

SIP

VOIP

Call Routing

Production Support

Formazione

Bachelor's Degree in Computer Science/IT/Engineering

NICE CXone Certifications (preferred)

Strumenti

ServiceNow

Jira

ITIL Framework

Change Management

Release Management

NICE CXone Studio

Descrizione del lavoro

Job Summary

We are seeking a talented NICE CXone Support Engineer / Administrator with experience in NICE CXone Contact Center Platform, Studio, IVR, Routing, Agent Administration, Production Support, and Contact Center Operations. The ideal candidate will be responsible for platform administration, troubleshooting, call flow management, incident resolution, and ensuring smooth operation of inbound and outbound contact center services.

Key Responsibilities

NICE CXone Administration

• Administer and support the NICE CXone platform in production environments.
• Create and manage users, agent profiles, teams, skills, campaigns, queues, and business units.
• Configure roles, permissions, access controls, and user assignments.
• Perform platform configuration changes based on business requirements.
• Maintain platform availability, stability, and performance.

Contact Center Operations Support

• Perform daily platform health checks and monitoring activities.
• Monitor inbound and outbound contact center operations.
• Troubleshoot platform, routing, telephony, and agent-related issues.
• Ensure adherence to SLAs and operational standards.
• Act as primary support contact for production incidents and service requests.

NICE CXone Studio & IVR Development

• Create, modify, test, and maintain NICE CXone Studio scripts.
• Develop and support IVR call flows based on business requirements.
• Configure routing strategies, skills-based routing, and queue logic.
• Validate script changes and routing configurations before production deployment.
• Support call flow enhancements and optimization initiatives.

Incident Management & Troubleshooting

• Analyze Studio traces and logs to identify root causes of routing failures.
• Investigate call-flow issues, disconnected calls, and unexpected routing behavior.
• Resolve production incidents related to agents, queues, campaigns, and telephony.
• Troubleshoot MAX Agent login, session, connectivity, and performance issues.
• Coordinate with telecom, networking, and infrastructure teams for issue resolution.

Voice & Telephony Support

• Investigate voice quality issues, call drops, latency, and call-routing incidents.
• Troubleshoot SIP and telephony-related issues impacting contact center operations.
• Support inbound, outbound, callback, and blended contact center environments.
• Validate voice configurations following platform changes and deployments.

Testing & Validation

• Perform end-to-end testing of inbound and outbound call flows.
• Validate routing behavior after configuration changes and production releases.
• Support SIT, UAT, and Production testing activities.
• Document test results and deployment validations.

Monitoring & Reporting

• Monitor contact center performance and operational metrics.
• Generate operational reports and dashboards.
• Track incidents, service requests, and problem tickets.
• Provide recommendations for process improvements and operational efficiency.

Documentation & Knowledge Management

• Maintain SOPs, runbooks, and knowledge-base documentation.
• Document troubleshooting procedures and platform configurations.
• Participate in knowledge-transfer sessions and team training activities.

Mandatory Skills

NICE CXone

• NICE CXone Administration
• NICE CXone Studio
• MAX Agent
• ACD Configuration
• Skill-Based Routing
• Queue Management
• Campaign Management
• User Administration
• Roles & Permissions

Contact Center Technologies

• IVR Development
• Call Routing
• Inbound & Outbound Contact Center
• Omnichannel Support
• Customer Experience (CX)

Troubleshooting & Support

• Production Support
• Incident Management
• Problem Management
• Root Cause Analysis
• Studio Trace Analysis
• Voice Troubleshooting
• Call Flow Validation

Telephony Skills

• SIP
• VOIP
• Telephony Concepts
• Voice Routing
• Queue Management

Tools & Methodologies

• ServiceNow
• Jira
• ITIL Framework
• Change Management
• Release Management

Preferred Skills

• NICE WFM (Workforce Management)
• NICE QM (Quality Management)
• NICE Recording
• Digital Channels (Chat, Email)
• API Integrations
• SQL Basics
• Cloud Contact Center Platforms
• Genesys Cloud / Avaya Contact Center Exposure

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• NICE CXone Certifications preferred.
• Contact Center and Telecom domain experience is highly desirable.