Contact Center Support Specialist

BluIP Inc.

Las Vegas (NV)

On-site

USD 85,000 - 110,000

Full time

9 days ago

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Job summary

BluIP Inc. is seeking a hands-on, customer-focused Contact Center Support Specialist to join our team onsite in Glendale, CA.

You will be the technical expert for our cloud contact center platform, supporting the UCaaS & CCaaS solutions for hospitality, healthcare, and enterprise clients nationwide. You’ll configure, troubleshoot, and optimize CXone features, build automation with CXone Studio, and act as a escalation point for production issues in a mission-critical, 24/7 environment.

Qualifications

Bachelor's degree in computer science, information technology, or a related field.
2–3+ years of experience in cloud contact center administration or support.
Strong hands‑on experience with NICE CXone cloud platform (including CXone Studio).
Solid understanding of contact center fundamentals: ACD, IVR, routing, and omnichannel environments.
Strong SQL skills for reporting and analysis.
Experience with API integrations, CRM systems, and web services.
Strong troubleshooting, incident resolution, and remote technical support skills.
Clear communication and teamwork abilities.

Responsibilities

Support, configure, and optimize enterprise contact center platforms.
Configure and maintain core capabilities: IVR, ACD, call routing strategies, digital channels, workforce optimization, quality management, and reporting.
Build and update CXone Studio scripts, workflows, and automation/AI‑driven engagement tools.
Serve as a technical escalation point for production issues, outages, and complex incidents.
Troubleshoot routing, call flow, telephony, audio, API, and integration issues.
Support migration activities from on‑premise contact center environments to NICE cloud.
Manage platform releases, upgrades, testing, and production deployments.
Partner with business stakeholders, implementation teams, and vendor partners during rollout and ongoing support.
Analyze contact center data, generate reports, and support operational decision‑making.
Use SQL and Databricks for reporting, validation, and data analysis.
Monitor platform health, system performance, reliability, and daily call/usage metrics.
Contribute to root cause analysis, platform improvements, and ongoing stability efforts.
Identify opportunities for automation and process improvement.

Skills

NICE CXone

SQL

APIs

CRM integrations

Remote support

Communication

Troubleshooting

Education

Bachelor's degree in CS/IT

Tools

Databricks

CXone Studio

Job description

BluIP® is a Tier1 global service provider and communications technology innovator. At BluIP, we don't rent our network. We own it. As a Tier1 cloud communications provider, we control our own infrastructure end-to-end — which means better reliability, lower latency, and a product playground most companies can only dream of. We are the leading provider of innovative telecommunications solutions and develop artificial intelligence and enterprise-grade telephony solutions for leaders in hospitality, restaurants, healthcare, small businesses, and the enterprise.

BluIP's comprehensive suite of products includes the industry-disrupting, all-in-one artificial intelligence platform, AIVA Connect™, with modules that improve every customer interaction, streamline business processes, and provide in-depth business intelligence. Our mission is to connect the world with technology that inspires customer delight and business growth.

We do our best work when the challenges are complicated and the outcomes are mission critical. Add our legendary white-glove service promise, and it's no wonder we are the most trusted and recognized in the industries we serve.

About the Role

We're looking for a hands-on, customer-focused Contact Center Support Specialist to join us onsite in Glendale, CA. In this role, you'll serve as the technical expert for our contact center platform, supporting the UCaaS & CCaaS solutions that power hotels, resorts, casinos, restaurants, and healthcare providers across the country.

You’ll manage, configure, and troubleshoot our cloud customer engagement software, act as a technical escalation point for production issues, and keep operations running smoothly for our clients and internal teams. If you thrive on solving complex problems in a mission‑critical, 24/7 environment, we want to hear from you.

Key Responsibilities

Support, configure, and optimize enterprise contact center platforms
Configure and maintain core capabilities: IVR, ACD, call routing strategies, digital channels, workforce optimization, quality management, and reporting
Build and update CXone Studio scripts, workflows, and automation/AI‑driven engagement tools
Serve as a technical escalation point for production issues, outages, and complex incidents
Troubleshoot routing, call flow, telephony, audio, API, and integration issues
Support migration activities from on‑premise contact center environments to NICE cloud
Manage platform releases, upgrades, testing, and production deployments
Partner with business stakeholders, implementation teams, and vendor partners during rollout and ongoing support
Analyze contact center data, generate reports, and support operational decision‑making
Use SQL and Databricks for reporting, validation, and data analysis
Monitor platform health, system performance, reliability, and daily call/usage metrics
Contribute to root cause analysis, platform improvements, and ongoing stability efforts
Identify opportunities for automation and process improvement

Required Skills & Qualifications

Bachelor's degree in computer science, information technology, or a related field
2–3+ years of experience in cloud contact center administration or support
Strong hands‑on experience with the NICE CXone cloud platform (including CXone Studio)
Solid understanding of contact center fundamentals: ACD, IVR, routing, and omnichannel environments
Strong SQL skills for reporting and analysis
Experience with API integrations, CRM systems, and web services
Strong troubleshooting, incident resolution, and remote technical support skills
Clear communication and teamwork abilities

Preferred Qualifications