NICE inContact Production Support Engineer
First seen by Alion on Oct 1, 2026.
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
Skills
Production Support, IVR, RESTful, CxOne, NICE Actimize, Contact Center, Omnichannel