NICE CXOne Support Lead

Infosys Limited; Jacksonville (FL); Hybrid; USD 95,000 - 150,000; Full time

Job summary

Infosys Limited is seeking a Technology Consultant 2 to join a US-delivered engineering unit. The role covers requirements elicitation, design discussions, coding, and production support for NICE CXone-based contact center solutions.

You will drive incident management, collaboration with vendors, and platform governance to ensure reliability and continuous improvement. The role emphasizes leadership in operations across Voice, Email, Chat, and other channels, with focus on platform

Qualifications

• Bachelor’s degree or foreign equivalent required.
• StrongExperience in NICE CXone platform administration and operations.
• Proven leadership of L2/L3 support teams and incident management.
• Extensive experience with enterprise contact centers and CCaaS platforms.

Responsibilities

• Contribute to requirements elicitation and document business requirements.
• Facilitate design discussions and guide development decisions.
• Participate in coding, integrate features, and maintain stability.
• Lead incident triage, RCA, and service restoration activities.
• Coordinate with vendors and stakeholders during major incidents.

Skills

NICE CXone

Contact Center Operations

Leadership

Education

Bachelor’s degree or foreign equivalent

Tools

CRM Integrations (Salesforce, Dynamics 365, ServiceNow)

REST APIs

ITSM Tools (ServiceNow)

Job description

Anywhere in the US and/or Remote, Jacksonville, FL, Salt Lake City, UT

State / Region / Province

Anywhere in the US and/or Remote, Florida, Utah

Country

USA

Domain

Delivery

Interest Group

Company

ITL USA

Requisition ID

152007BR

Technical Skills 1

Technology|Infrastructure-Contact Center|IVR Concepts

Technical Skills 2

Domain|Network|Contact Center Telephony

Technical Skills 3

Overview

The 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 2, your Area Of Responsibility will be as below:

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided
• Facilitate software application design discussions, and document design decisions to guide the technical team towards building software solutions
• Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability
• Conduct code reviews, do changes to the codebase and maintain code repositories
• Implement test strategies, analyse results, and coordinate bug fixes to uphold the software quality standards
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist other similar projects

Your contribution to the team:

• A collaborative spirit and excellent communication skills.
• The ability to handle end to end SDLC phases from requirement gathering to implementation.
• A knack for translating complex requirements into actionable development tasks.
• A passion for design and hands-on coding experience
• A proactive approach to testing, troubleshooting, and refining our applications.
• The ability to work with cross-functional teams and do software integration.

Required Skill and Experience

• NICE CXone Support Lead
• Contact Center Operations & Support Leadership
• Extensive experience supporting enterprise Contact Center, Customer Experience (CX), CRM, and CCaaS platforms, with primary focus on NICE CXone operations and support.
• Lead L2/L3 support teams responsible for NICE CXone platform availability, incident resolution, and operational excellence.
• Manage day-to-day contact center support activities across Voice, Email, Chat, SMS, Workforce Management (WFM), Quality Management (QM), and Reporting modules.
• Act as the primary escalation point for critical production issues and business-impacting incidents.
• Ensure adherence to SLAs, OLAs, support metrics, and operational governance standards.
• Incident, Problem & Change Management
• Lead incident triage, troubleshooting, root cause analysis (RCA), and service restoration activities.
• Coordinate with NICE support, telecom vendors, infrastructure teams, and business stakeholders during major incidents.
• Drive problem management processes to identify recurring issues and implement permanent fixes.
• Govern platform changes, releases, deployment activities, and production readiness reviews.
• Maintain comprehensive incident reports, outage communications, and post-incident reviews.
• NICE CXone Platform Administration
• Manage CXone ACD routing, skills, queues, campaigns, IVR configurations, call flows, and agent administration.
• Support user provisioning, role management, security controls, and platform governance.
• Monitor platform health, telephony integrations, SIP connectivity, call quality, and system performance.
• Oversee platform upgrades, feature adoption, and environment maintenance activities.
• Ensure compliance with security, audit, and regulatory requirements.
• Stakeholder & Service Management
• Partner with business operations, customer service leaders, product owners, and technology teams to prioritize support activities.
• Facilitate operational reviews, service health meetings, and executive status reporting.
• Translate business issues into actionable support and remediation plans.
• Drive continuous communication between support teams, business stakeholders, and vendors.
• Lead service improvement initiatives to enhance agent and customer experience.
• Monitoring, Reporting & Analytics
• Establish proactive monitoring and alerting for NICE CXone services and integrations.
• Analyze contact center operational metrics, incident trends, and support KPIs.
• Create dashboards and reports for SLA compliance, ticket volume, service availability, and platform utilization.
• Identify opportunities for automation, optimization, and operational efficiency improvements.
• Support capacity planning and forecast operational support requirements.
• Production Support & Continuous Improvement
• Lead production support activities for contact center applications, integrations, and digital channels.
• Develop and maintain support runbooks, knowledge articles, SOPs, and troubleshooting guides.
• Mentor support engineers and establish best practices for operational excellence.
• Drive automation initiatives for monitoring, incident resolution, and routine support tasks.
• Support contact center modernization, migrations, and platform transformation initiatives involving NICE CXone and related CX technologies.
• Technical Skills
• NICE CXone (ACD, Studio, IVR, Reporting, WFM, QM, Interaction Analytics)
• Omnichannel Contact Center Operations
• Incident Management, Problem Management, Change Management
• SIP, VoIP, Telephony & Contact Center Integrations
• CRM Integrations (Salesforce, Dynamics 365, ServiceNow, etc.)
• REST APIs, Web Services & Middleware Platforms
• Monitoring Tools, ITSM Platforms (ServiceNow)
• Contact Center Performance Analytics & Reporting
• Leadership & Governance
• Lead global support teams across onshore and offshore locations.
• Manage support capacity planning, resource allocation, and operational governance.
• Define support processes, escalation models, and operational KPIs.

Preferred Skill and Experience

Strong experience in supporting and administering NICE CXone contact center platforms, including ACD, IVR, Studio, Omnichannel Routing, Workforce Management (WFM), Quality Management (QM), Reporting, and Interaction Analytics. Proven expertise in production support, incident management, problem management, root cause analysis, and service delivery within large-scale contact center environments. Hands-on experience with telephony technologies (SIP/VoIP), CRM integrations (Salesforce, Dynamics 365, ServiceNow), API-based integrations, and ITSM processes aligned with ITIL best practices. Excellent stakeholder management, vendor coordination, and leadership skills with the ability to drive operational excellence, SLA compliance, automation initiatives, platform optimization, and continuous service improvement across enterprise customer experience ecosystems.

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.
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