Cloud Contact Center Support Engineer

Infosys; Jacksonville (FL); On-site; USD 62,000 - 87,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Disability insurance

401(k) plan

Paid holidays & PTO

Job summary

Infosys is hiring a Technology Consultant 1 to join our engineering team in the United States. The role focuses on capturing user needs, documenting software design, and building and testing new applications.

You will also support feature integration, monitor live environments, and document coding and testing practices for team knowledge sharing. The ideal candidate has hands-on NICE CXone experience, REST API capabilities, and strong customer service operations understanding.

Qualifications

• Experience in NICE CXone administration, configuration, troubleshooting, and production support.
• Knowledge of ACD, IVR, Studio scripting, skill-based routing, queue management, omnichannel routing, voice/chat channels, call flows, and contact center operations.
• Ability to diagnose and resolve telephony, routing, scripting, agent desktop, and platform-related issues, perform root-cause analysis, manage incidents, and support releases and deployments.
• Experience with REST APIs, CRM integrations (Salesforce/ServiceNow), SIP/VoIP telephony, reporting, analytics, monitoring, and cloud contact center environments.
• Strong understanding of customer service operations, troubleshooting methodologies, stakeholder communication, documentation, and 24x7 production support processes.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements.
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance.
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure.
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance.
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository.

Skills

NICE CXone administration

ACD/IVR design

CRM integrations (Salesforce/Service‑N

Education

Bachelor’s degree or foreign equivalent

Tools

Salesforce

ServiceNow

Job description

Infosys is hiring a Technology Consultant 1 to join our engineering team in the United States. The role focuses on capturing user needs, documenting software design, and building and testing new applications.

You will also support feature integration, monitor live environments, and document coding and testing practices for team knowledge sharing. The ideal candidate has hands-on NICE CXone experience, REST API capabilities, and strong customer service operations understanding.