CXOne Support Engineer - Fort Mill, SC/Austin, TX
TalentBridge
Job Title: IVR Support Engineer (NICE CXone) Location: Fort Mill, SC / Austin, TX (Hybrid) Employment Type: Long Term Contract About the Role We are looking for a hands‑on NICE CXOne Support & Platform Stability Engineer to support and maintain the stability of an enterprise contact center platform. This role is part of an existing support team and focuses on production support, troubleshooting, and operational reliability of the NICE CXOne environment. This is an execution‑focused role for someone who can work independently, take ownership, and deliver reliable outcomes in a lean engineering setup. Key Responsibilities Operational Support & Troubleshooting Troubleshoot and resolve issues related to IVR flows, Studio scripts, ACD, routing logic, and telephony Act as an escalation point for complex production issues and break/fix items Platform Stability & Performance Perform proactive health checks, configuration validation, and performance reviews Identify risks and implement improvements to enhance platform reliability Incident & Problem Management Support major incident triage and root cause analysis (RCA) Implement corrective and preventive actions in coordination with engineering teams Change & Release Support Execute updates to call flows, routing logic, skills, and agent configurations Support testing and validation for vendor releases, hotfixes, and configuration changes Cross‑Team Collaboration Work closely with CRM, analytics, and application teams Ensure integrations, routing, and tagging follow defined standards Documentation Maintain runbooks, configuration documentation, and support procedures Required Skills & Experience Strong hands‑on experience with NICE CXOne (Studio, IVR, ACD, Routing) Proven ability to troubleshoot complex contact center workflows Experience supporting enterprise‑scale contact center environments Self‑starter with strong ownership and accountability mindset Preferred / Nice to Have Experience working in regulated industries Familiarity with monitoring/observability tools Experience with Dynamics 365 or other CRM/CTI integrations Ideal Candidate CXOne Support Engineer / Platform Engineer Comfortable working in production environments Strong problem‑solver who enjoys owning issues end‑to‑end #J-18808-Ljbffr TalentBridge
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Insight Global
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Purple Drive
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