Track Lead - Cisco Contact Center
India
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Job Description
Track Lead - Cisco Contact Center
Chennai, Tamil Nadu

Job Summary

NICE CXone L3 Support Engineer

Key Responsibilities

Platform Administration & Support • Provide L3 support for NICE CXone Contact Center environments. • Manage and maintain NICE CXone platform configuration and administration. • Configure and troubleshoot: o ACD (Automatic Call Distribution) o Skills-based routing o Voice queues o Digital channels o Agent and supervisor profiles o Campaigns and business units • Perform user provisioning, de-provisioning, and role management. IVR & Routing Management • Design, maintain, and troubleshoot IVR applications. • Develop and enhance Studio scripts and routing logic. • Configure call flows, skills, priorities, and queue management. • Support inbound and outbound call routing requirements Incident & Problem Management • Lead resolution of P1/P2 incidents and major outages. • Perform root cause analysis (RCA) and implement preventive actions. • Coordinate with NICE, telecom vendors, and internal teams for issue resolution. • Ensure SLA compliance and timely service restoration. Monitoring & Performance Management • Monitor NICE CXone platform health and service availability. • Identify trends, recurring incidents, and service improvement opportunities. • Perform capacity planning and system optimization. • Create proactive monitoring and alerting mechanisms. Change & Release Management • Support platform upgrades, patches, and configuration changes. • Participate in CAB meetings and change reviews. • Validate and implement approved changes following ITIL processes. • Conduct risk assessments prior to production deployments. Integration & Troubleshooting • Support integrations with: o CRM systems (Salesforce, ServiceNow, etc.) o SIP/VoIP platforms o APIs and middleware solutions o Workforce Management (WFM) o Recording and Quality Management solutions • Troubleshoot telephony, API, and application integration issues. Documentation & Knowledge Management • Develop support runbooks and SOPs. • Maintain technical documentation and architecture diagrams. • Conduct knowledge transfer sessions for L1/L2 teams. • Drive automation and operational efficiency initiatives.

Skill Requirements

Mandatory Technical Skills NICE CXone • NICE CXone Administration • ACD Configuration • Studio Scripting • Skills & Queue Management • Agent Configuration • Digital Channel Support • Reporting & Analytics • IVR Configuration Contact Center Technologies • SIP • VoIP • Call Routing • Telephony Concepts • Omnichannel Contact Center Operations ITSM & Operations • Incident Management • Problem Management • Change Management • ServiceNow • ITIL Framework Monitoring & Troubleshooting • Log Analysis • Root Cause Analysis • Performance Tuning • Service Health Monitoring

Other Requirements

 Preferred Skills • NICE CXone Certification • Experience with: o Salesforce o ServiceNow o AWS / Azure o REST API Integrations o SQL Reporting o PowerShell / Python Automation • Workforce Management (WFM) • Quality Monitoring (QM) • Recording Solutions Soft Skills • Strong stakeholder management. • Excellent verbal and written communication. • Ability to handle customer escalations independently. • Leadership and mentoring skills. • Strong analytical and problem-solving abilities.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.