Career Opportunities: Engineer (50937)

Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across the US, Mexico, and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, banking, wealth management, product engineering, and life science & healthcare industries.

Working at Incedo will provide you an opportunity to work with industry-leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect, or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by:

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

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.

Technical Skills

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.

Nice-to-have Skills

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.

Qualifications

Company Value We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Skills

Production Support,NICE CXone Systems,Incident Management,Troubleshooting Skills,Cloud Technologies