NICE CXone L3 Support Engineer – Remote
Miratech
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Benefits offered by this job
Job summary
Miratech seeks a NICE CXone Engineer to provide Level 3 production support for CXone environments across on-prem and cloud platforms. You will monitor incidents, perform RCA, and implement preventive solutions while supporting ACD, IVR, routing, and digital channels.
You will collaborate with development, infrastructure, and business teams, troubleshooting APIs and cloud integrations, and driving automation and improvements to ensure reliable, secure contact center solutions and exceptional
Qualifications
- 5+ years of experience supporting NICE CXone/NICE inContact.
- 4+ years of L3 production support experience.
- Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.
- Experience with call routing, SIP, CRM, chat, and CCaaS tech.
- Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog.
Responsibilities
- Provide L3 production support for NICE CXone environments.
- Monitor and resolve production incidents, outages, and service requests.
- Perform RCA and implement preventive solutions.
- Support ACD, IVR, call routing, agent desktop, and digital channels.
- Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.
- Support deployments, releases, and production changes.
- Troubleshoot APIs, CRM, telephony, and cloud integrations.
- Create troubleshooting guides and operational documentation.
- Collaborate with cross-functional teams on issue resolution.
- Drive automation and continuous operational improvements.
Skills
Education
Tools
Job description
Miratech seeks a NICE CXone Engineer to provide Level 3 production support for CXone environments across on-prem and cloud platforms. You will monitor incidents, perform RCA, and implement preventive solutions while supporting ACD, IVR, routing, and digital channels.
You will collaborate with development, infrastructure, and business teams, troubleshooting APIs and cloud integrations, and driving automation and improvements to ensure reliable, secure contact center solutions and exceptional
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