{"id":3370649,"url":"https://alion.io/job/johnson-controls-contact-center-operations-engineer","title":"Contact Center Operations Engineer","company":{"id":448321,"name":"Johnson Controls","domain":"johnsoncontrols.com","url":"https://alion.io/company/johnsoncontrols-3","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":544,"ghost_share":0.002,"stale_share":0.695,"repost_share":0.015,"time_to_fill_p50_days":33,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":115000,"currency":"CAD","period":"year","gross":null,"usd_annual":81921},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T18:42:50Z","board_verified":false,"closed_at":"2026-10-29T18:42:50Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Job Description\nWhat You will do\nAre you looking for a role where you can help keep critical contact center systems running reliably for the business? This role supports the day-to-day operation of our global contact center platforms, helping ensure incidents, service requests, and operational tasks are handled with ownership, urgency, and care.\nYou will work with theNice CXone suite of omnichannel ACD and IVR capabilities, along with related contact center tools such as Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics, and Artificial Intelligence. This is an operational role focused on keeping the environment stable, improving service quality, and reducing repeat issues through effective problem management. You do not need to be a deep Nice expert on day one, but you should bring 3-5 years of relevant contact center technology experience and a willingness to keep learning.\nHow you will do it\nMonitor and support daily operation of contact center platforms, including Nice CXone and associated capabilities. \nTriage, troubleshoot, and resolve incidents, service requests, and operational tasks within agreed service expectations. \nPartner with engineering, operations, vendors, and business teams to restore service quickly and communicate clearly during operational issues. \nPerform problem management activities by identifying recurring tickets, investigating root causes, and helping reduce repeat incidents. \nMaintain accurate ticket updates, documentation, knowledge articles, and operational runbooks. \nSupport routine platform administration, configuration updates, reporting requests, and health-check activities. \nBuild strong working relationships with business partners and make operational information understandable to non-technical audiences. \nBe an inclusive, supportive teammate who takes ownership and follows through. \nThis is an operational support role focused on stability and service quality; it is not a design or architecture role. \nWhat we look for\nRequired\n3-5 years of experience supporting contact center technology in an operational, production support, or service management role. \n Hands-on experience with Nice CXone\nExperience managing incidents, service requests, operational tasks, and ticket queues using IT service management practices. \nAbility to troubleshoot production issues, identify patterns, and contribute to problem management activities that reduce repeat tickets. \nCuriosity, follow-through, and a practical interest in improving operational stability and user experience. \nBachelor’s degree plus confirmed knowledge or experience, or equivalent experience. \nAbility to communicate clearly with technical teams, vendors, and business partners during normal operations and service-impacting events. \nAbility to establish relationships with resources who report to different managers and work effectively across teams. \nHIRING SALARY RANGE: $90,000 - $115,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us\nJohnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.comfor your reference, and can be made available in accessible formats upon request.","description_format":"text","description_chars":4573,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy Efficiency","HVAC & Refrigeration","Access Control & Alarm Systems","Building Automation & Controls"],"lifecycle":[{"event":"open","at":"2026-10-28T00:49:43Z"},{"event":"close","at":"2026-10-29T18:42:50Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":81921,"is_top_pay":false},"html_url":"https://alion.io/job/johnson-controls-contact-center-operations-engineer","json_url":"https://alion.io/job/johnson-controls-contact-center-operations-engineer.json","meta":{"generated_at":"2026-10-31T17:34:19Z","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":27494,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"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":448321},"rest":"https://alion.io/mcp/rest/get_company?id=448321"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-controls-contact-center-operations-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%2Fjohnson-controls-contact-center-operations-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%2Fjohnson-controls-contact-center-operations-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/johnson-controls-contact-center-operations-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-controls-contact-center-operations-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3370649}},{"tool":"search_jobs","arguments":{"company":"johnsoncontrols.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3370649},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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