Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.
About the role
- NICE CXone Support Engineer providing L3 production support in healthcare environments for US clients. Collaborates across teams to ensure platform stability and enhance monitoring.
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
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
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
- Social sustainability values focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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