Contact Center Reliability Engineer

Johnson Controls, Inc.; Kansas City (MO, WI); On-site; USD 90,000 - 115,000; Full time

Job summary

Johnson Controls, Inc. is seeking an experienced contact center operations professional to help keep our global contact center platforms running reliably.

You will monitor Nice CXone and related tools, triage incidents, and drive timely resolutions to maintain service quality in Kansas City, MO. You will collaborate with engineering, operations, vendors, and business teams to restore service quickly and clearly communicate during outages.

Qualifications

• 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, and operational tasks using IT service management practices.
• Bachelor’s degree or equivalent experience.
• Ability to communicate clearly with technical teams, vendors, and business partners during normal operations and service-impacting events.

Responsibilities

• Monitor and support daily operation of contact center platforms, including Nice CXone.
• Triage, troubleshoot, and resolve incidents, service requests, and tasks within agreed service expectations.
• Partner with engineering, operations, vendors, and business teams to restore service and communicate clearly during issues.
• Perform problem management by identifying recurring tickets and reducing repeat incidents.
• Maintain accurate ticket updates, documentation, knowledge articles, and runbooks.
• Support routine platform administration, configuration updates, reporting requests, and health-check activities.
• Build strong relationships with business partners and translate technical information for non‑technical audiences.
• Be an inclusive, supportive teammate who takes ownership and follows through.
• This role is an operational support role focused on stability and service quality; not a design or architecture role.

Skills

Contact center technology

Incident management

Problem management

Cross-functional collaboration

Communication with technical teams

Education

Bachelor's degree or equivalent experience

Tools

Nice CXone

ITSM practices

Job description

Johnson Controls, Inc. is seeking an experienced contact center operations professional to help keep our global contact center platforms running reliably.

You will monitor Nice CXone and related tools, triage incidents, and drive timely resolutions to maintain service quality in Kansas City, MO. You will collaborate with engineering, operations, vendors, and business teams to restore service quickly and clearly communicate during outages.