Track Lead - Cisco Contact Center

Job Summary

Responsible for advanced configuration, troubleshooting, and platform optimization including IVR design, integrations, and problem management.

Analytical thinking and troubleshooting\\r\\n Ability to handle high-pressure incidents calmly

Design and optimize ACD routing strategies and omnichannel flows Develop and troubleshoot CXone Studio / IVR scripts (DTMF, ASR, TTS) Lead complex incident resolution (L3), RCA, and problem management Own API integrations (REST, CTI, CRM, SSO/SAML, SCIM) Manage release planning, change governance, and rollback strategies Analyze recurring issues and drive permanent fixes Review and enhance platform performance, routing efficiency, and CX metrics Provide technical guidance to L1/L2 teams

Key Responsibilities

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Skill Requirements

NICE CXone platform administration ACD / Omnichannel routing configuration CXone Studio / IVR scripting API integrations (REST, SSO, CTI) Contact center operations and workflows

Other Requirements

ITIL-based Incident, Problem, and Change Management Production support and release management practices Strong communication (verbal & written) Stakeholder management