Subject Matter Expert (Support&Ops)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

We are looking for an experienced NICE Contact Center (NICE CXone) L2 Support Engineer to manage, troubleshoot, and support cloud contact center operations (CCaaS). The candidate will be responsible for incident handling, user administration, telephony troubleshooting, routing configuration support and integrations.The engineer should have hands-on experience in NICE CXone platform administration, voice routing, agent management, call flows, and incident/problem management in enterprise environments.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Provide L2 operational support for NICE NICE CXone cloud contact center platform.Troubleshoot inbound, outbound, IVR, ACD, and call routing issues.Monitor contact center health, alarms, and service availability.Support agent login, softphone, and user profile-related incidents.Configure and manage skills, queues, teams, and routing profiles.Troubleshoot NICE Studio scripts and call flow behavior.Coordinate with L1, L3, telecom carriers, and NICE TAC during incidents Use tools such as Service Now, Wireshark, NICE Admin Portal, and monitoring dashboards.Maintain operational documentation, SOPs, and troubleshooting guides.Participate in 24x7 support rotation and critical outage bridge calls.Support WFM/QM modules and digital channels when applicable.Automate repetitive operational tasks using scripting tools where possible.

Skill Requirements

Hands-on experience in NICE NICE CXone administration and support.Strong knowledge of ACD, IVR, Studio scripting, skills, and queue management.Good understanding of SIP, VoIP, PSTN, and call routing concepts.Experience in troubleshooting voice quality and telephony issues.Familiarity with contact center reporting, monitoring, and KPI analysis.Knowledge of WFM/QM modules and digital channels is an added advantage.

Other Requirements

The role includes handling IVR, ACD, SIP/VoIP, call routing, and agent-related issues in a 24x7 production environment. The engineer should have hands-on experience in NICE CXone administration, voice troubleshooting, reporting, and contact center integrations with platforms such as Cisco Systems CUCM, SBC, and MS Teams.