NICE CXOne Support Developer

This is a fully remote position, open to applicants in France, +1 more country.

📋 Description

• Deliver L3 production support for NICE CXone environments.

• Oversee and resolve production incidents, outages, and service requests.

• Conduct root cause analysis and implement preventive measures.

• Provide support for ACD, IVR, call routing, agent desktop, and digital channels.

• Monitor platform health utilizing Splunk, Zabbix, CloudWatch, or Datadog.

• Assist with deployments, releases, and production modifications.

• Troubleshoot APIs, CRM, telephony, and cloud integrations.

• Develop troubleshooting guides and operational documentation.

• Collaborate with cross-functional teams to resolve issues.

• Promote automation and continuous operational enhancements.

• Contribute to maintaining reliable, secure, and high-performing contact center solutions for a US healthcare client.

⛳️ Requirements

• Over 7 years of experience supporting NICE CXone/NICE inContact.

• More than 4 years of L3 production support experience.

• In-depth knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.

• Familiarity with call routing, SIP, CRM, chat, and contact center technologies.

• Practical experience with Splunk, Zabbix, CloudWatch, or Datadog.

• Experience with AWS, Azure, or GCP environments.

• Understanding of REST APIs and cloud integrations.

• Strong skills in troubleshooting and incident management.

• Experience with Agile, ITIL, and change management practices.

• Exceptional communication and documentation capabilities.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Flexibility in remote work through the ForeverRemote/Work From Anywhere culture.

• An inclusive and supportive work environment.

• Regular team-building company social events.