{"id":1571625,"url":"https://alion.io/job/incedo-nice-incontact-production-support-engineer","title":"NICE inContact Production Support Engineer","company":{"id":177799,"name":"Incedo","domain":"incedoinc.com","url":"https://alion.io/company/incedo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"Python","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-01T07:26:25Z","employer_posted_date":null,"last_verified_at":"2026-10-01T07:26:25Z","board_verified":false,"closed_at":null,"days_open":22,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":22},"description":"Job Summary : \n\nWe 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.\n\nKey Responsibilities : \n\n- Monitor NICE inContact CXone systems to ensure optimal performance and uptime.\n\n- Provide Tier 2/3 support for production issues related to IVR, ACD, Studio scripts, and integrations.\n\n- Troubleshoot and resolve real-time incidents, escalating as needed to development or vendor teams.\n\n- Collaborate with cross-functional teams to implement fixes and enhancements.\n\n- Maintain documentation for support processes, known issues, and resolutions.\n\n- Participate in root cause analysis and post-incident reviews.\n\n- Support release management and deployment activities for contact center updates.\n\n- Ensure compliance with SLAs and operational standards.\n\nRequired Skills : \n\n- 2+ years of experience supporting NICE inContact CXone in a production environment.\n\n- Strong understanding of contact center technologies including IVR, ACD, Studio, and Omnichannel routing.\n\n- Experience with monitoring tools and incident management platforms.\n\n- Familiarity with RESTful APIs and basic scripting (JavaScript, Python, etc.).\n\n- Excellent troubleshooting and communication skills.\n\n- Ability to work in a fast-paced, high-availability environment.\n\nPreferred Qualifications : \n\n- NICE CXone certifications.\n\n- Experience in financial services or regulated industries.\n\n- Familiarity with ITIL practices and change management.\n\n- Exposure to CRM platforms like Salesforce or Microsoft Dynamics\nSkills\nProduction Support, IVR, RESTful, CxOne, NICE Actimize, Contact Center, Omnichannel","description_format":"text","description_chars":1899,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Analytics & BI Consulting","Data Engineering & Migration Services"],"lifecycle":[{"event":"open","at":"2026-10-01T08:00:00Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.841,"p_room":0.75,"age_days":21,"expected_fill_days":27,"reasons":["seen:21","velocity","win:late","comp:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/incedo-nice-incontact-production-support-engineer","json_url":"https://alion.io/job/incedo-nice-incontact-production-support-engineer.json","meta":{"generated_at":"2026-10-23T08:26:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13519,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177799},"rest":"https://alion.io/mcp/rest/get_company?id=177799"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fincedo-nice-incontact-production-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fincedo-nice-incontact-production-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fincedo-nice-incontact-production-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/incedo-nice-incontact-production-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fincedo-nice-incontact-production-support-engineer"}]}