NICE CXOne Support Lead

About the role

Infosys Engineering is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

Responsibilities

• Contribute to the requirements elicitation process by documenting assigned parts of business requirements, in line with guidance provided.
• Facilitate software application design discussions and document design decisions to guide the technical team toward building software solutions.
• Participate in coding and integrate new features or updates into existing applications, focusing on maintaining system stability.
• Conduct code reviews, implement changes to the codebase, and maintain code repositories.
• Implement test strategies, analyze results, and coordinate bug fixes to uphold software quality standards.
• Develop user training programs, documentation, and support frameworks to ensure a smooth transition to new software applications.
• Actively participate in resolving production issues and recommend preventive strategies to enhance system reliability.
• Maintain detailed records of code, testing techniques, and support activities to enrich the knowledge base and assist similar projects.
• Lead L2/L3 support teams responsible for NICE CXone platform availability, incident resolution, and operational excellence.
• Manage day-to-day contact center support activities across Voice, Email, Chat, SMS, Workforce Management (WFM), Quality Management (QM), and Reporting modules.
• Act as the primary escalation point for critical production issues and business-impacting incidents.
• Ensure adherence to SLAs, OLAs, support metrics, and operational governance standards.
• Lead incident triage, troubleshooting, root cause analysis (RCA), and service restoration activities.
• Coordinate with NICE support, telecom vendors, infrastructure teams, and business stakeholders during major incidents.
• Drive problem management processes to identify recurring issues and implement permanent fixes.
• Govern platform changes, releases, deployment activities, and production readiness reviews.
• Maintain comprehensive incident reports, outage communications, and post-incident reviews.
• Manage CXone ACD routing, skills, queues, campaigns, IVR configurations, call flows, and agent administration.
• Support user provisioning, role management, security controls, and platform governance.
• Monitor platform health, telephony integrations, SIP connectivity, call quality, and system performance.
• Oversee platform upgrades, feature adoption, and environment maintenance activities.
• Ensure compliance with security, audit, and regulatory requirements.
• Partner with business operations, customer service leaders, product owners, and technology teams to prioritize support activities.
• Facilitate operational reviews, service health meetings, and executive status reporting.
• Translate business issues into actionable support and remediation plans.
• Drive continuous communication between support teams, business stakeholders, and vendors.
• Lead service improvement initiatives to enhance agent and customer experience.
• Establish proactive monitoring and alerting for NICE CXone services and integrations.
• Analyze contact center operational metrics, incident trends, and support KPIs.
• Create dashboards and reports for SLA compliance, ticket volume, service availability, and platform utilization.
• Identify opportunities for automation, optimization, and operational efficiency improvements.
• Support capacity planning and forecast operational support requirements.
• Lead production support activities for contact center applications, integrations, and digital channels.
• Develop and maintain support runbooks, knowledge articles, SOPs, and troubleshooting guides.
• Mentor support engineers and establish best practices for operational excellence.
• Drive automation initiatives for monitoring, incident resolution, and routine support tasks.
• Support contact center modernization, migrations, and platform transformation initiatives involving NICE CXone and related CX technologies.

Requirements

• Extensive experience supporting enterprise Contact Center, Customer Experience (CX), CRM, and CCaaS platforms, with a primary focus on NICE CXone operations and support.
• Leadership experience managing L2/L3 support teams responsible for NICE CXone platform availability, incident resolution, and operational excellence.
• Experience managing day-to-day contact center support activities across Voice, Email, Chat, SMS, Workforce Management (WFM), Quality Management (QM), and Reporting modules.
• Proven ability to act as the primary escalation point for critical production issues and business-impacting incidents.
• Strong background in incident, problem, and change management, including root cause analysis (RCA) and service restoration.
• Experience coordinating with NICE support, telecom vendors, infrastructure teams, and business stakeholders during major incidents.
• Hands-on experience with NICE CXone platform administration, including ACD routing, IVR configurations, call flows, and agent administration.
• Proficiency in user provisioning, role management, security controls, and platform governance.
• Experience monitoring platform health, telephony integrations, SIP connectivity, call quality, and system performance.
• Knowledge of platform upgrades, feature adoption, and environment maintenance activities.
• Experience establishing proactive monitoring and alerting for NICE CXone services and integrations.
• Ability to analyze contact center operational metrics, incident trends, and support KPIs.
• Experience creating dashboards and reports for SLA compliance, ticket volume, service availability, and platform utilization.
• Leadership experience managing global support teams across onshore and offshore locations.
• Experience defining support processes, escalation models, and operational KPIs.

Skills

• NICE CXone (ACD, Studio, IVR, Reporting, WFM, QM, Interaction Analytics)
• Omnichannel Contact Center Operations
• Incident Management, Problem Management, Change Management
• SIP, VoIP, Telephony & Contact Center Integrations
• CRM Integrations (Salesforce, Dynamics 365, ServiceNow, etc.)
• REST APIs, Web Services & Middleware Platforms
• Monitoring Tools, ITSM Platforms (ServiceNow)
• Contact Center Performance Analytics & Reporting
• Leadership & Governance

Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• This position may require relocation and/or travel to work/project location.
• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off