NICE CXOne Support Lead

OverviewThe Infosys Engineering unit 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 that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.Job DescriptionIn the assigned Job Role of Technology Consultant 2, your Area Of Responsibility will be as below: 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 towards building software solutions Participate in coding and integrate new features or updates into existing applications, with a focus on maintaining system stability Conduct code reviews, do changes to the codebase and maintain code repositories Implement test strategies, analyse results, and coordinate bug fixes to uphold the 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 other similar projectsYour contribution to the team: A collaborative spirit and excellent communication skills. The ability to handle end to end SDLC phases from requirement gathering to implementation. A knack for translating complex requirements into actionable development tasks. A passion for design and hands-on coding experience A proactive approach to testing, troubleshooting, and refining our applications. The ability to work with cross-functional teams and do software integration.Required Skill and ExperienceNICE CXone Support LeadContact Center Operations & Support LeadershipExtensive experience supporting enterprise Contact Center, Customer Experience (CX), CRM, and CCaaS platforms, with primary focus on NICE CXone operations and support.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.Incident, Problem & Change ManagementLead 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.NICE CXone Platform AdministrationManage 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.Stakeholder & Service ManagementPartner 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.Monitoring, Reporting & AnalyticsEstablish 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.Production Support & Continuous ImprovementLead 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.Technical SkillsNICE CXone (ACD, Studio, IVR, Reporting, WFM, QM, Interaction Analytics)Omnichannel Contact Center OperationsIncident Management, Problem Management, Change ManagementSIP, VoIP, Telephony & Contact Center IntegrationsCRM Integrations (Salesforce, Dynamics 365, ServiceNow, etc.)REST APIs, Web Services & Middleware PlatformsMonitoring Tools, ITSM Platforms (ServiceNow)Contact Center Performance Analytics & ReportingLeadership & GovernanceLead global support teams across onshore and offshore locations.Manage support capacity planning, resource allocation, and operational governance.Define support processes, escalation models, and operational KPIs.Preferred Skill and ExperienceStrong experience in supporting and administering NICE CXone contact center platforms, including ACD, IVR, Studio, Omnichannel Routing, Workforce Management (WFM), Quality Management (QM), Reporting, and Interaction Analytics. Proven expertise in production support, incident management, problem management, root cause analysis, and service delivery within large-scale contact center environments. Hands-on experience with telephony technologies (SIP/VoIP), CRM integrations (Salesforce, Dynamics 365, ServiceNow), API-based integrations, and ITSM processes aligned with ITIL best practices. Excellent stakeholder management, vendor coordination, and leadership skills with the ability to drive operational excellence, SLA compliance, automation initiatives, platform optimization, and continuous service improvement across enterprise customer experience ecosystems.Additional Required 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.EEO/About UsBenefitsAlong with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:Medical/Dental/Vision/Life InsuranceLong-term/Short-term DisabilityHealth and Dependent Care Reimbursement AccountsInsurance (Accident, Critical Illness , Hospital Indemnity, Legal)401(k) plan and contributions dependent on salary levelPaid holidays plus Paid Time OffAbout Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.Technical/Domain Skill 1Technology|Infrastructure-Contact Center|IVR Concepts Technical/Domain Skill 2Domain|Network|Contact Center Telephony Technical/Domain Skill 3Domain|Content Design|Content Design for different medium Work LocationAnywhere in the US and/or Remote, Jacksonville, FL, Salt Lake City, UTCountryUSAState / Region / ProvinceAnywhere in the US and/or Remote, Florida, UtahCompanyITL USA Interest GroupInfosys Limited Job RoleTechnology Consultant 2Career RoleTechnology Lead - USAuto req ID: 152007BR