Nice Cxone Developer

Infosys; Hyderabad, Chennai District, Bengaluru; Hybrid; INR 1,500,000 - 3,000,000; Full time

Job summary

Infosys is seeking 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 will troubleshoot enterprise contact center environments, voice infrastructure, and customer experience platforms.

Responsibilities include L2/L3 support for NICE CXone environments; admin and troubleshooting of ACD, IVR, routing, WFM, and WEM;

Qualifications

• 7-12 years of experience in Contact Center technologies and operations.
• Strong experience with NICE CXone platform administration and support.
• Experience with ACD, IVR, Call Routing, Omni-Channel Routing, WFM, and 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.

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.

Skills

NICE CXone

ACD

IVR

Call Routing

Omni-Channel Routing

WFM

WEM

SIP/VoIP

ServiceNow

Incident & Change Mgmt

Tools

Genesys Contact Center

CUCM

Cisco Unity Connection

Cisco UCCX

Cisco Webex Calling

Microsoft Teams Direct Routing

Ribbon SBC

Cisco CUBE

Job description

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.