Contact Center Operations Engineer (Onsite)

YDU JC Air Cond & Ref Inc.- Dubai; Kansas City (MO); On-site; USD 90,000 - 115,000; Full time

Job summary

Johnson Controls is seeking an operational specialist to support contact center technology, focusing on stability and service quality. You will work with Nice CXone and related tools, triaging incidents, and collaborating with engineers, operations, and vendors to resolve issues promptly.

The role requires 3–5 years of experience in a production-support environment, solid ITSM knowledge, and strong communication with technical and business teams. Competitive benefits apply.

Qualifications

• 3–5 years of experience supporting contact center technology in an operational role.
• Hands-on experience with Nice CXone.
• Experience managing incidents and service requests using ITSM practices.
• Ability to troubleshoot production issues and identify patterns.
• Bachelor’s degree or equivalent experience.
• Clear communication with technical teams, vendors, and business partners.

Responsibilities

• Operate and monitor Nice CXone and related contact center tools to maintain stability.
• Troubleshoot incidents and service requests within agreed SLAs.
• Collaborate with engineering, operations, vendors and business teams to restore service quickly.
• Document runbooks, tickets, and knowledge articles for future incidents.
• Support routine platform administration and reporting requests.
• Communicate operational information clearly to non-technical audiences.
• Contribute to problem management by identifying recurring issues.

Skills

Operational contact center experience

Nice CXone

Incident management

Cross-team communication

Education

Bachelor’s degree or equivalent experience

Tools

ITSM tooling

Job description

What You will do

• You will work with the Nice CXone suite of omnichannel ACD and IVR capabilities, along with related contact center tools such as Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics, and Artificial Intelligence.
• This is an operational role focused on keeping the environment stable, improving service quality, and reducing repeat issues through effective problem management.
• You do not need to be a deep Nice expert on day one, but you should bring 3–5 years of relevant contact center technology experience and a willingness to keep learning.
• Monitor and support daily operation of contact center platforms, including Nice CXone and associated capabilities.
• Triage, troubleshoot, and resolve incidents, service requests, and operational tasks within agreed service expectations.
• Partner with engineering, operations, vendors, and business teams to restore service quickly and communicate clearly during operational issues.
• Perform problem management activities by identifying recurring tickets, investigating root causes, and helping reduce repeat incidents.
• Maintain accurate ticket updates, documentation, knowledge articles, and operational runbooks.
• Support routine platform administration, configuration updates, reporting requests, and health-check activities.
• Build strong working relationships with business partners and make operational information understandable to non-technical audiences.
• Be an inclusive, supportive teammate who takes ownership and follows through.
• This is an operational support role focused on stability and service quality; it is not a design or architecture role.

What we look for

• Required 3–5 years of experience supporting contact center technology in an operational, production support, or service management role.
• Hands-on experience with Nice CXone
• Experience managing incidents, service requests, operational tasks, and ticket queues using IT service management practices.
• Ability to troubleshoot production issues, identify patterns, and contribute to problem management activities that reduce repeat tickets.
• Curiosity, follow-through, and a practical interest in improving operational stability and user experience.
• Bachelor’s degree plus confirmed knowledge or experience, or equivalent experience.
• Ability to communicate clearly with technical teams, vendors, and business partners during normal operations and service-impacting events.
• Ability to establish relationships with resources who report to different managers and work effectively across teams.

HIRING SALARY RANGE: $90,000 - $115,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)

This position includes a competitive benefits package.

To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

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