CXone Support Engineer: IVR & Telephony Specialist

Infosys Limited; Jacksonville (FL); Hybrid; USD 62,000 - 87,000; Full time

Benefits offered by this job

Disability coverage

Health & Dependent Care Accounts

Insurance (Accident, Critical Illness,

Hospital Indemnity, Legal)

401(k) plan

Job summary

Infosys Limited is seeking a Technology Consultant 1 to support NICE CXone environments, optimize contact center workflows, and collaborate across SDLC stages from requirements through deployment. You will troubleshoot telephony issues, integrate Salesforce/ServiceNow, and help design scalable solutions in a fast-paced, global delivery setting.

The role emphasizes client-facing collaboration, documentation, and proactive production support, with relocation/travel as needed and a competitive

Qualifications

• Experience in NICE CXone administration, configuration, troubleshooting, and production support.
• Knowledge of ACD, IVR, Studio scripting, skill-based routing, queue management, omnichannel routing, voice/chat channels, call flows, and contact center operations.
• Ability to diagnose and resolve telephony, routing, scripting, agent desktop, and platform-related issues, perform root-cause analysis, manage incidents, and support releases and deployments.
• Experience with REST APIs, CRM integrations (Salesforce/ServiceNow), SIP/VoIP telephony, reporting, analytics, monitoring, and cloud contact center environments.
• Strong understanding of customer service operations, troubleshooting methodologies, stakeholder communication, documentation, and 24x7 production support processes.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository

Skills

NICE CXone

ACD

IVR

Studio scripting

CRM integrations

REST APIs

SIP/VoIP

Cloud contact center

Education

Bachelor’s degree or foreign equivalent

Tools

Salesforce

ServiceNow

Job description

Infosys Limited is seeking a Technology Consultant 1 to support NICE CXone environments, optimize contact center workflows, and collaborate across SDLC stages from requirements through deployment. You will troubleshoot telephony issues, integrate Salesforce/ServiceNow, and help design scalable solutions in a fast-paced, global delivery setting.

The role emphasizes client-facing collaboration, documentation, and proactive production support, with relocation/travel as needed and a competitive