NICE CXOne Support Engineer

Infosys; Jacksonville (FL); On-site; USD 62,000 - 87,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Disability insurance

401(k) plan

Paid holidays & PTO

Job summary

Infosys is hiring a Technology Consultant 1 to join our engineering team in the United States. The role focuses on capturing user needs, documenting software design, and building and testing new applications.

You will also support feature integration, monitor live environments, and document coding and testing practices for team knowledge sharing. The ideal candidate has hands-on NICE CXone experience, REST API capabilities, and strong customer service operations understanding.

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 administration

ACD/IVR design

CRM integrations (Salesforce/Service‑N

Education

Bachelor’s degree or foreign equivalent

Tools

Salesforce

ServiceNow

Job description

Overview

Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below:

• 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

Your Contribution To The Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they elevate.
• Commitment to continuous learning, knowledge sharing, and fostering team development

Required Skill And Experience

• 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.

Preferred Skill And Experience

Exposure to NICE CXone cloud contact center platforms with expertise in Studio scripting, ACD/IVR design, omnichannel routing, CRM integrations, WFM/QM modules, SIP/VoIP troubleshooting, analytics, cloud technologies, and AI-enabled customer experience solutions. Experience supporting enterprise contact center operations, platform migrations, automation initiatives, and high-volume production environments is highly desirable.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Additional Details

Estimated annual compensation range for this role will be as follows:

• In CA / WA / NY / CO, IL, MN, NJ: $ 62000 to $ 86800
• In Washington, DC: $62600 to $ 76100

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.