NICE CXone

Job description

**Job Title:** Contact Center Technical Support Specialist **Experience Level:** 4–7 Years **Position Summary:** We are seeking a highly motivated Contact Center Technical Support Specialist with 3–7 years of experience to support enterprise voice and contact center operations. The successful candidate will be responsible for monitoring, troubleshooting, testing, and maintaining critical contact center technologies to ensure reliable service delivery and a positive end-user experience. **Key Responsibilities:** - Provide technical support for voice and contact center platforms in a complex enterprise environment. - **NICE CXone ADMIN, NICE Wiser & Microsoft Teams Phone, OCOM** (Oracle Communication). - Monitor contact center systems and respond to alerts, events, and performance issues in a timely manner. - Troubleshoot and resolve agent login issues, headset-related concerns, and telephony access problems. - Support phone configuration activities, including setup, validation, and issue resolution. - Execute testing activities for contact center changes, enhancements, and production support needs. - Analyze monitoring tool outputs to identify trends, exceptions, and service disruptions. - Coordinate with internal teams to resolve incidents and restore normal operations. - Document technical issues, resolutions, and recurring support activities to promote operational consistency. **Required Qualifications:** - 4–7 years of experience in voice, contact center, NICE tool and technical support roles. - Strong understanding of contact center operations and associated support processes. - Hands-on experience with monitoring tools used in contact center environments. - Experience in testing contact center functionality and validating changes. - Proven ability to troubleshoot agent login, headset, and phone configuration issues. - Familiarity with alert monitoring and incident response procedures. **Preferred Qualifications:** - Experience supporting enterprise-scale contact center environments. - Strong analytical, communication, and coordination skills. - Ability to work effectively in a fast-paced, service-oriented environment. - Demonstrated commitment to service quality, issue ownership, and operational excellence.