Job Summary
Roles & Responsibilities
Provide L2 production support for NICE CXone applications and telephony environments.
Troubleshoot and resolve incidents, service requests, and platform-related issues within SLA.
Configure and support core CXone modules including: ACD, Studio, Skill Management, Agent Configuration, Teams, Business Data, Routing Attributes, IVR Call Flows.
Monitor system health and proactively identify potential issues.
Perform root cause analysis (RCA) for recurring production incidents.
Support deployment of configuration changes and application enhancements.
Collaborate with L1, L3, development, infrastructure, and business teams.
Handle user administration, access management, and role-based permissions.
Create and maintain operational documentation, SOPs, and knowledge base articles.
Participate in on-call support and production releases.
Ensure compliance with ITIL processes.
Required Technical Skills
NICE CXone Administration
Studio Script Development & Troubleshooting
ACD Configuration
Skill Management
Agent Profiles & Teams
Business Data
Routing Configuration
IVR Support
Digital Channels (preferred)
Reporting and basic Analytics
Recording & Quality Management (good to have)
Contact Center Operations
Omnichannel Routing
Call Flows
Queue Management
Workforce concepts
Customer Interaction Lifecycle
SIP Basics
Voice Routing
PSTN Concepts
Basic VoIP Troubleshooting
REST APIs
OAuth Basics
CRM Integrations (Salesforce, ServiceNow, Dynamics – preferred)
Key Responsibilities
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.