We are seeking a NICE CX-ONE TechOps Engineer to join our team.
CAA TechOps is a support team in OMNI Channel supporting contact center solutions hosted on On-Prem and Cloud SaaS Platforms
This team is responsible for maintaining stability in the production environment and working on Outage/RCA management, Incident Management, Monitoring, and Alerting. Apart from this end-to-end business process activities related to the ongoing migrations and support of the OMNI contact center telephony system across multiple LOBs, collaborate with the Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience.
Responsibilities:
- Identify potential problems in Call Routing, Agent Desktop, Digital Platforms, and propose solutions with the team, correlating any ongoing issues with the environment’s overall impact.
- Work to design and implement requested IVR enhancements effectively and in line with user needs.
- Monitor scheduled changes, assessing potential impacts to prevent service disruptions.
- Handle day-to-day activities such as managing P3-P5 tickets, monitoring and alerting, collaborating with Infrastructure and Helpdesk teams, and addressing escalations.
- Develop comprehensive product-level knowledge to ensure thorough understanding and expertise.
- Provide timely and effective support for occasional P1 and P2 issues, ensuring swift resolution.
- Lead communication and manage outages effectively to minimize disruption.
- Identify, coordinate, and document Root Cause Analysis for P1 and P2 incidents, ensuring transparency and accountability.
- Support chat and email routing activities, ensuring smooth operations.
- Manage user creation and bulk loading, and configure roles and permissions.
- Update Knowledge Transfer (KT) documentation for new issues, establishing proactive alerting and resolution processes.
- Collaborate with Subject Matter Experts to review changes, ensuring alignment with best practices.
- Minimum of 4+ years working with NICE CXone in an administrative capacity, specifically handling core functionalities such as Automatic Call Distribution, reporting, and dashboard management.
- Proven ability to design, customize, and troubleshoot reports and dashboards to monitor contact center performance, ensuring data accuracy and actionable insights.
- Hands-on experience with feedback management tools within NICE CXone to collect and analyze customer feedback, driving continuous service improvement.
- Strong proficiency in managing and optimizing customer interactions using NICE CXone, with a deep understanding of MAX for agent interface customization.
- Advanced skills in NICE CXone Studio, creating and managing call flows and IVR scripting, while troubleshooting issues related to routing and automation.
- Knowledge of NICE CXone's Digital First approach, managing omnichannel communication (chat, email, social media) for seamless customer experiences across multiple platforms.
- Strong troubleshooting skills across NICE CXone components, including identifying and resolving issues related to system configuration, call routing, digital channels, and integrations.
Nice to have:
- Familiarity with writing and executing SQL queries, with a solid understanding of relational databases for troubleshooting and data analysis.
- Experience using Splunk for monitoring, searching, and analyzing machine-generated data to identify issues and enhance system performance.
- Troubleshooting background, particularly in diagnosing and resolving complex technical issues efficiently across various platforms and tools.
We offer:
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Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
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Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
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Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
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Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
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Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
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Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
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Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
