{"id":75821,"url":"https://alion.io/job/miratech-nice-cxone-support-engineer-3","title":"NICE CXOne Support Engineer","company":{"id":3541,"name":"Miratech","domain":"miratechgroup.com","url":"https://alion.io/company/miratech","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":["US","AR","BR","CA","IN"],"hiring_countries_total":5,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":538},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Rest API","optional":false},{"name":"Splunk","optional":false},{"name":"Zabbix","optional":false},{"name":"ChatGPT","optional":true},{"name":"Copilot","optional":true},{"name":"Jira","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-07-25T19:08:48Z","employer_posted_date":"2026-07-25","last_verified_at":"2026-10-09T01:27:56Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US. As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.\n We are seeking a NICE CXone Support Engineer to join our healthcare US client.\nThe CAA TechOps team provides Level 3 production support for NICE CXone contact center environments hosted across both on-premises and cloud-based platforms. The team is responsible for maintaining platform stability through proactive monitoring, incident and outage management, root cause analysis (RCA), and continuous operational improvements.\nIn this role, you will support core contact center capabilities including ACD, IVR, call routing, agent desktop, digital channels, and cloud integrations. You will collaborate closely with development, infrastructure, and business teams to troubleshoot production issues, support deployments and production changes, enhance monitoring and observability, and ensure the delivery of reliable, secure, and high-performing contact center solutions while providing an exceptional customer experience.\nResponsibilities\nProvide L3 production support for NICE CXone environments.\nMonitor and resolve production incidents, outages, and service requests.\nPerform RCA and implement preventive solutions.\nSupport ACD, IVR, call routing, agent desktop, and digital channels.\nMonitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.\nSupport deployments, releases, and production changes.\nTroubleshoot APIs, CRM, telephony, and cloud integrations.\nCreate troubleshooting guides and operational documentation.\nCollaborate with cross-functional teams on issue resolution.\nDrive automation and continuous operational improvements\n 5+ years of experience supporting NICE CXone/NICE inContact.\n4+ years of L3 production support experience.\nStrong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.\nExperience with call routing, SIP, CRM, chat, and contact center technologies.\nHands-on experience with Splunk, Zabbix, CloudWatch, or Datadog.\nExperience with AWS, Azure, or GCP environments.\nKnowledge of REST APIs and cloud integrations.\nStrong troubleshooting and incident management skills.\nExperience with Agile, ITIL, and change management.\nExcellent communication and documentation skills.\nNice to Have\nNICE CXone certifications.\nAWS/Azure cloud certifications.\nExperience with Amazon Connect or other CCaaS platforms.\nKnowledge of Python, PowerShell, or Bash.\nExperience with ServiceNow and Jira.\nFamiliarity with AI productivity tools such as GitHub Copilot or ChatGPT.\nWe offer:\nCulture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. \nCompetitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. \nWork From Anywhere Culture: make the most of the flexibility that comes with remote work. \nGrowth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. \nGlobal Impact: collaborate on impactful projects for top global clients and shape the future of industries. \nWelcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. \n Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. \n* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.","description_format":"text","description_chars":5131,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Professional development"],"hiring_locations":[{"name":"United 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