Job description:

"Key Responsibilities:Provide L3-level support for the Cxone platform, addressing complex issues escalated from L1 and L2 support teams.Troubleshoot and resolve advanced technical problems related to Cxone (ACD, IVR, WFM, Analytics, etc.), ensuring minimal downtime and optimal performance.Perform root cause analysis of incidents and implement long-term solutions to prevent recurrence.Manage and monitor the health of Cxone integrations, identifying potential issues and applying proactive fixes.Collaborate with Cxone development teams to resolve critical escalations and perform patch updates or upgrades when necessary.Automate routine processes and enhance incident response capabilities using scripting tools such as Python, JavaScript, or VBScript.Work closely with network engineers to troubleshoot issues related to VoIP protocols, including SIP, RTP, and other network-related incidents impacting performance.Provide support in the implementation of new features and integrations in coordination with DevOps, ensuring smooth deployment and performance.Maintain comprehensive documentation of incident reports, fixes, and changes in systems for future reference and knowledge sharing.Collaborate with internal and external stakeholders, including customers and third-party vendors, to ensure timely and effective resolution of critical issues.Stay updated with the latest Cxone platform updates, tools, and best practices to continuously improve operational efficiency.Key Skills and Qualifications:5+ years of experience in supporting Cxone or similar cloud contact center solutions.Deep understanding of Cxone architecture and functionality, including ACD, IVR, WFM, and integration with other systems.Proficiency in scripting languages such as Python, JavaScript, or VBScript for automation and troubleshooting.Strong knowledge of VoIP protocols (SIP, RTP) and experience in resolving network-related issues.Familiarity with cloud platforms like AWS or Azure.Hands-on experience with APIs, web services, and custom integrations.Excellent problem-solving skills and ability to work in high-pressure situations to resolve complex issues quickly.Strong written and verbal communication skills for reporting and stakeholder management.Relevant certifications (Cxone Certified Administrator, Developer, or AWS/Azure certifications) are a plus.Preferred Certifications:Cxone Certified Administrator/Developer.AWS or Azure certifications."Responsibilities Perform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure. Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements. Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client. Troubleshoot, trace and identify any issues on CXOne scripts. Act as point of escalation with recurring telecommunications issues which includes root cause and remediation. Serve as a cross-platform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.Preferred Qualifications/ Skills Expert on CXOne Nice InContact and related components. Able to work on Nice InContact Studio setup and designs. Can start new scripts on inbound, Outbound preview and predictive campaigns. Experience with InContact Omnichannel, DFO, chat, and email. Full understanding of SIP protocols and design criteria. Very familiar with inbound/outbound operations.

• To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be prese