NICE CXOne Support Engineer

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.