NICE CXone Support Lead (Remote - US)

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

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