NICE CXOne Support Engineer

We are seeking a NICE CXone Engineer to join our team. The CAA TechOps team provides Level 3 production support for NICE CXone contact center environments hosted across both on-premises and cloud-based platforms. The team is responsible for maintaining platform stability through proactive monitoring, incident and outage management, root cause analysis (RCA), and continuous operational improvements. In this role, you will support core contact center capabilities including ACD, IVR, call routing, agent desktop, digital channels, and cloud integrations. You will collaborate closely with development, infrastructure, and business teams to troubleshoot production issues, support deployments and production changes, enhance monitoring and observability, and ensure the delivery of reliable, secure, and high-performing contact center solutions while providing an exceptional customer experience.

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