CXOne Support Engineer - Fort Mill, SC/Austin, TX

TalentBridge; Fort Mill (SC); Hybrid; USD 70,000 - 95,000; Part time

Job summary

A technology services company is seeking an IVR Support Engineer to support the NICE CXOne platform. Responsibilities include troubleshooting IVR flows, maintaining platform stability, and collaborating with cross-functional teams. Ideal candidates have strong experience with NICE CXOne and are self-starters who take ownership of their tasks. This position offers a hybrid work model based in Fort Mill, SC. Join a dynamic team and enhance the operational reliability of critical enterprise systems.

Qualifications

• Strong hands-on experience with NICE CXOne components.
• Proven ability to troubleshoot complex contact center workflows.
• Experience supporting enterprise-scale environments required.

Responsibilities

• Troubleshoot and resolve issues related to IVR flows and telephony.
• Perform proactive health checks and identify risks for improvements.
• Support major incident triage and implement corrective actions.
• Work closely with CRM, analytics, and application teams.

Skills

NICE CXOne experience

Troubleshooting workflows

Self-starter mindset

Strong ownership

Tools

Dynamics 365

Monitoring tools

Job description

Job Title: IVR Support Engineer (NICE CXone)

Location: Fort Mill, SC / Austin, TX (Hybrid)

Employment Type: Long Term Contract

About the Role

We are looking for a hands‑on NICE CXOne Support & Platform Stability Engineer to support and maintain the stability of an enterprise contact center platform. This role is part of an existing support team and focuses on production support, troubleshooting, and operational reliability of the NICE CXOne environment. This is an execution‑focused role for someone who can work independently, take ownership, and deliver reliable outcomes in a lean engineering setup.

Key Responsibilities

Operational Support & Troubleshooting

• Troubleshoot and resolve issues related to IVR flows, Studio scripts, ACD, routing logic, and telephony
• Act as an escalation point for complex production issues and break/fix items

Platform Stability & Performance

• Perform proactive health checks, configuration validation, and performance reviews
• Identify risks and implement improvements to enhance platform reliability

Incident & Problem Management

• Support major incident triage and root cause analysis (RCA)
• Implement corrective and preventive actions in coordination with engineering teams

Change & Release Support

• Execute updates to call flows, routing logic, skills, and agent configurations
• Support testing and validation for vendor releases, hotfixes, and configuration changes

Cross‑Team Collaboration

• Work closely with CRM, analytics, and application teams
• Ensure integrations, routing, and tagging follow defined standards

Documentation

• Maintain runbooks, configuration documentation, and support procedures

Required Skills & Experience

• Strong hands‑on experience with NICE CXOne (Studio, IVR, ACD, Routing)
• Proven ability to troubleshoot complex contact center workflows
• Experience supporting enterprise‑scale contact center environments
• Self‑starter with strong ownership and accountability mindset

Preferred / Nice to Have

• Experience working in regulated industries
• Familiarity with monitoring/observability tools
• Experience with Dynamics 365 or other CRM/CTI integrations

Ideal Candidate

• CXOne Support Engineer / Platform Engineer
• Comfortable working in production environments
• Strong problem‑solver who enjoys owning issues end‑to‑end