NICE CXone Support Lead: Incident & Service Excellence

Infosys Limited; United States; On-site; USD 73,000 - 102,000; Full time

Benefits offered by this job

Long-term/Short-term Disability

Health and Dependent Care Reimbursemen

Insurance (Accident, Critical Illness,

401(k) plan and contributions

Job summary

Infosys Limited is seeking a Technology Consultant 2 to lead NICE CXone support, manage L2/L3 incident resolution, and ensure platform reliability across Voice, Email, Chat, and other channels. You will coordinate with vendors, drive problem management, and govern changes to deliver high service levels.

The role requires extensive enterprise CX experience, strong leadership, and ITIL-aligned governance. Relocation may be required for project locations in the United States.

Qualifications

• Bachelor’s degree or foreign equivalent is required or three years of progressive experience in lieu of every year of education.
• Extensive experience supporting enterprise Contact Center, Customer Experience (CX), CRM, and CCaaS platforms, with focus on NICE CXone operations and support.
• Experience leading L2/L3 support teams responsible for platform availability, incident resolution, and operational excellence.

Responsibilities

• Lead incident triage, troubleshooting, root cause analysis, and service restoration activities.
• Coordinate with NICE support, telecom vendors, infrastructure teams, and business stakeholders during major incidents.
• Drive problem management to identify recurring issues and implement permanent fixes.
• Govern platform changes, releases, deployment activities, and production readiness reviews.
• Mentor support engineers and establish best practices for operational excellence.

Skills

NICE CXone expertise

Contact Center Operations

SIP/VoIP Telephony

Incident/Problem/Change Management

ITSM Processes

Education

Bachelor’s degree or foreign equivalent in a related field

Tools

NICE CXone

Salesforce

Dynamics 365

ServiceNow

CRM Integrations

Job description

Infosys Limited is seeking a Technology Consultant 2 to lead NICE CXone support, manage L2/L3 incident resolution, and ensure platform reliability across Voice, Email, Chat, and other channels. You will coordinate with vendors, drive problem management, and govern changes to deliver high service levels.

The role requires extensive enterprise CX experience, strong leadership, and ITIL-aligned governance. Relocation may be required for project locations in the United States.