NICE CXOne Support Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US.  As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.

Job Description

We are seeking a NICE CXone Engineer to join our team. The CAA TechOps team provides Level 3 production support for NICE CXone contact center environments hosted across both on-premises and cloud-based platforms. The team is responsible for maintaining platform stability through proactive monitoring, incident and outage management, root cause analysis (RCA), and continuous operational improvements. In this role, you will support core contact center capabilities including ACD, IVR, call routing, agent desktop, digital channels, and cloud integrations. You will collaborate closely with development, infrastructure, and business teams to troubleshoot production issues, support deployments and production changes, enhance monitoring and observability, and ensure the delivery of reliable, secure, and high-performing contact center solutions while providing an exceptional customer experience.

Responsibilities⁠

• Provide L3 production support for NICE CXone environments.
• Monitor and resolve production incidents, outages, and service requests.
• Perform RCA and implement preventive solutions.
• Support ACD, IVR, call routing, agent desktop, and digital channels.
• Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.
• Support deployments, releases, and production changes.
• Troubleshoot APIs, CRM, telephony, and cloud integrations.
• Create troubleshooting guides and operational documentation.
• Collaborate with cross-functional teams on issue resolution.
• Drive automation and continuous operational improvements

Qualifications

• 5+ years of experience supporting NICE CXone/NICE inContact.
• 4+ years of L3 production support experience.
• Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.
• Experience with call routing, SIP, CRM, chat, and contact center technologies.
• Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog.
• Experience with AWS, Azure, or GCP environments.
• Knowledge of REST APIs and cloud integrations.
• Strong troubleshooting and incident management skills.
• Experience with Agile, ITIL, and change management.
• Excellent communication and documentation skills.

Nice to Have

• NICE CXone certifications.
• AWS/Azure cloud certifications.
• Experience with Amazon Connect or other CCaaS platforms.
• Knowledge of Python, PowerShell, or Bash.
• Experience with ServiceNow and Jira.
• Familiarity with AI productivity tools such as GitHub Copilot or ChatGPT.

We offer:

• 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. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• 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. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• 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. 
• 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.