Description

Key Skills: NICE Cxone, ivr, IVR Development

Roles and Responsibilities:

• Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
• Administer NICE CXone, NICE Engage, and related call recording solutions in a production support setting.
• Support Workforce Management and Real-Time Adherence operations for contact center users and supervisors.
• Monitor system health, investigate incidents, and drive resolution with internal teams and external vendors.
• Analyze contact center operational data and build dashboards and reports using Tableau.

Skills Required:

• 4 to 10 years of relevant application support or contact center technology experience.
• Hands-on experience supporting NICE CXone in a live enterprise environment.
• Strong working knowledge of Cisco UCCE/IVR, contact center routing, and call flow support.
• Experience with operational support, incident handling, and production issue resolution across integrated platforms.
• Ability to work with monitoring, reporting, and automation tools in a support-focused environment.

Good to Have:

• IVR Development experience.

Education: Bachelor's degree in Engineering, Computer Science, or a related discipline

Key Skills

Education

Any Graduate