What You will do

Are you looking for a role where you canhelp keep critical contact center systems running reliably forthe business?This rolesupports 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.

You will work withthe Nice CXone suite of omnichannel ACD and IVRcapabilities, along with related contact center tools such asWorkforce 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 6 years of relevant contact center technology experience and a willingness to keep learning.

How you will do it

• Monitor and support daily operation of contact center platforms, including Nice CXone and associated capabilities.

• Triage, troubleshoot, and resolve incidents, service requests, and operational tasks within agreed service expectations.

• Partner with engineering, operations, vendors, and business teams to restore service quickly and communicate clearly during operational issues.

• Perform problem management activities by identifying recurring tickets, investigating root causes, and helping reduce repeat incidents.

• Maintain accurate ticket updates, documentation, knowledge articles, and operational runbooks.

• Support routine platform administration, configuration updates, reporting requests, and health-check activities.

• Build strong working relationships with business partners and make operational information understandable to non-technical audiences.

• Be an inclusive, supportive teammate who takes ownership and follows through.

• This is an operational support role focused on stability and service quality; it is not a design or architecture role.

What we look for

Required

• 3 6 years of experience supporting contact center technology in an operational, production support, or service management role.

• Hands-on experience with Nice CXone

• Experience managing incidents, service requests, operational tasks, and ticket queues using IT service management practices.

• Ability to troubleshoot production issues, identify patterns, and contribute to problem management activities that reduce repeat tickets.

• Curiosity, follow-through, and a practical interest in improving operational stability and user experience.

• Bachelors degree plus confirmed knowledge or experience, or equivalent experience.