NICE CXOne Support Engineer

🕒 3 days ago

🌐 France, India, +4 more countries – Remote

🇫🇷 France – Remote 🇮🇳 India – Remote 🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇦🇷 Argentina – Remote 🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 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

• 7+ 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

• Health insurance • Language courses • Relocation program • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility and internship opportunities • Social sustainability values focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality