Contact Center Support Specialist

BluIP Inc.; Las Vegas (NV); On-site; USD 100,000 - 130,000; Full time

Job summary

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

You will serve as the technical expert for our cloud-based contact center platform, supporting UCaaS and CCaaS solutions for hospitality, healthcare, and enterprise clients. You will configure, troubleshoot, and optimize IVR, ACD, call routing, and digital channels, while partnering with vendors and internal teams to ensure 24/7 reliability and data-driven improvements.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 2–3+ years in cloud contact center administration or support.
• Strong SQL skills for reporting and analysis.
• Experience with API integrations and CRM systems.
• Understanding of IVR, ACD, routing, and omnichannel.

Responsibilities

• Support, configure, and optimize enterprise contact center platforms.
• Configure and maintain IVR, ACD, routing, channels, and dashboards.
• Build and update CXone Studio scripts, workflows, and automation tools.
• Serve as a technical escalation point for production issues and outages.
• Troubleshoot routing, telephony, API, and integration issues.
• Support migrations from on-premise contact center to cloud.
• Monitor platform health, performance, and daily metrics.
• Analyze contact center data and generate reports for ops decisions.

Skills

NICE CXone

SQL

Call routing

API integrations

Customer focus

Education

Bachelor's degree

Tools

NICE CXone

Databricks

CRM systems

Microsoft Office

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

• Experience with Databricks
• Experience supporting contact center migrations from on-premise to cloud
• Experience in a 24/7 support or enterprise production environment
• Healthcare call center experience
• Experience with NICE Expert, NICE QM, or NICE Nexidia
• ITIL / ServiceNow experience
• Knowledge of telephony concepts such as SIP, VoIP, and PSTN
• Experience supporting enterprise reporting and dashboarding
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio)