Incedo - NICE inContact Production Support Engineer

Job Summary : We are seeking a detail-oriented and technically proficient NICE inContact Production Support Engineer to maintain and support our cloud-based contact center infrastructure. This role focuses on ensuring the stability, performance, and reliability of NICE CXone systems in a live production environment, with a strong emphasis on incident resolution and continuous improvement. Key Responsibilities : - Monitor NICE inContact CXone systems to ensure optimal performance and uptime. - Provide Tier 2/3 support for production issues related to IVR, ACD, Studio scripts, and integrations. - Troubleshoot and resolve real-time incidents, escalating as needed to development or vendor teams. - Collaborate with cross-functional teams to implement fixes and enhancements. - Maintain documentation for support processes, known issues, and resolutions. - Participate in root cause analysis and post-incident reviews. - Support release management and deployment activities for contact center updates. - Ensure compliance with SLAs and operational standards. Required Skills : - 2+ years of experience supporting NICE inContact CXone in a production environment. - Strong understanding of contact center technologies including IVR, ACD, Studio, and Omnichannel routing. - Experience with monitoring tools and incident management platforms. - Familiarity with RESTful APIs and basic scripting (JavaScript, Python, etc.). - Excellent troubleshooting and communication skills. - Ability to work in a fast-paced, high-availability environment. Preferred Qualifications : - NICE CXone certifications. - Experience in financial services or regulated industries. - Familiarity with ITIL practices and change management. - Exposure to CRM platforms like Salesforce or Microsoft Dynamics