NICE CXOne Support Engineer

This is a fully remote position, open to applicants in France.

📋 Description

• Deliver L3 production support for NICE CXone environments.

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

• Conduct root cause analysis (RCA) and implement preventive measures.

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

• Monitor platform health using tools such as Splunk, Zabbix, CloudWatch, or Datadog.

• Assist with deployments, releases, and changes in production.

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

• Develop troubleshooting guides and operational documentation.

• Collaborate with cross-functional teams to resolve issues.

• Drive automation and foster continuous operational improvements.

⛳️ Requirements

• Over 5 years of experience in supporting NICE CXone/NICE inContact.

• More than 4 years of experience in L3 production support.

• Strong understanding of ACD, IVR, routing, Studio, reporting, and dashboards.

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

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

• Experience in AWS, Azure, or GCP environments.

• Familiarity with REST APIs and cloud integrations.

• Strong troubleshooting and incident management capabilities.

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

• Exceptional communication and documentation skills.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility offered by remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment initiatives, internal mobility, and internship opportunities.

• Global Impact: collaborate on significant projects for leading global clients and influence the future of various industries.

• Welcoming Multicultural Environment: be part of a dynamic global team and thrive in an inclusive, supportive work atmosphere with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.