Requirements Summary

7+ years of experience supporting NICE CXone/NICE inContact, with strong knowledge of ACD, IVR, routing, and contact center technologies

Benefits

Full Job Description

Role Overview 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. What You Will Do Provide L3 production support for NICE CXone environments, monitor and resolve production incidents, perform RCA, and implement preventive solutions. Why It Might Be a Fit 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. Requirements 7+ years of experience supporting NICE CXone/NICE inContact 4+ years of L3 production support experience Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards Experience with call routing, SIP, CRM, chat, and contact center technologies Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog Experience with AWS, Azure, or GCP environments Knowledge of REST APIs and cloud integrations Strong troubleshooting and incident management skills Experience with Agile, ITIL, and change management Excellent communication and documentation skills Benefits Culture of Relentless Performance Competitive Pay and Benefits Work From Anywhere Culture Growth Mindset Global Impact Welcoming Multicultural Environment Social Sustainability Values

Skills and Technologies