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NICE CXOne Support Lead

Infosys Ltd
  • Salt Lake City, UT
    9 days ago
    Infosys Ltd

    Job Description

    2249885No5439237910.00.008/12/2026NICE CXOne Support LeadIn 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 projects

    Your 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.

    152007BRAnywhere in the US and/or Remote, Florida, UtahUSAInfosys Limited Technology Consultant 2ITL USA Anywhere in the US and/or Remote, Jacksonville, FL, Salt Lake City, UTNICE CXOne Support Lead

    Benefits

    Along with competitive pay, as a full-time Infosys employee you are also eligible for the following 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

    About 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.

    Technology Lead - USTechnology|Infrastructure-Contact Center|IVR Concepts Domain|Network|Contact Center Telephony Domain|Content Design|Content Design for different medium

    NICE CXone Support Lead

    Contact Center Operations & Support Leadership

    Extensive 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 Management

    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.

    NICE CXone Platform Administration

    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.

    Stakeholder & Service Management

    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.

    Monitoring, Reporting & Analytics

    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.

    Production Support & Continuous Improvement

    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.

    Technical 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

    Lead 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.

    Strong 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.

    • 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.

    The 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.

    Numbers & Facts

    LocationSalt Lake City, UT
    IndustryComputer/IT Services
    Company Size10,000 employees or more
    Websitehttps://www.infosys.com/careers

    About Company

    Infosys is a global leader in next-generation digital services and consulting. We enable clients in 45 countries to navigate their digital transformation.

    With over three 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.

    Skills

    • Application Programming Interface (API)unmatched
    • Artificial Intelligence (AI)unmatched
    • Automatic Call Distributor (ACD)unmatched
    • Automationunmatched
    • Best Practicesunmatched
    • Business Operationsunmatched
    • CRM Integrationunmatched
    • Call Center Integrationunmatched
    • Call Center Operationsunmatched
    • Call Center Softwareunmatched
    • Call Center Telephonyunmatched
    • Call Centersunmatched
    • Campaignsunmatched
    • Capacity Managementunmatched
    • Change Managementunmatched
    • Code Reviewsunmatched
    • Communication Skillsunmatched
    • Consultingunmatched
    • Continuous Improvementunmatched
    • Cross-Functionalunmatched
    • Customer Experienceunmatched
    • Customer Relationship Management (CRM)unmatched
    • Customer Support/Serviceunmatched
    • Documentation Designunmatched
    • Ecosystemsunmatched
    • Establish Prioritiesunmatched
    • Forecastingunmatched
    • Healthcare Reimbursementunmatched
    • Hospitalunmatched
    • IT Service Management (ITSM)unmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Identify Issuesunmatched
    • Incident Managementunmatched
    • Insuranceunmatched
    • Knowledge Baseunmatched
    • Leadershipunmatched
    • Legalunmatched
    • Life Insuranceunmatched
    • Maintain Complianceunmatched
    • Medical Conditionsunmatched
    • Mentoringunmatched
    • Metricsunmatched
    • Middlewareunmatched
    • Operational Auditunmatched
    • Operational Improvementunmatched
    • Operational Strategyunmatched
    • Operational Supportunmatched
    • Organizational Skillsunmatched
    • Performance Analysisunmatched
    • Performance Metricsunmatched
    • Power Amplifierunmatched
    • Predictive Modelingunmatched
    • Problem Solving Skillsunmatched
    • Process Improvementunmatched
    • Process Modelingunmatched
    • Production Supportunmatched
    • Quality Assurance Methodologyunmatched
    • Quality Managementunmatched
    • Quality Metricsunmatched
    • REST (Representational State Transfer)unmatched
    • Record Keepingunmatched
    • Regulatory Requirementsunmatched
    • Reporting Dashboardsunmatched
    • Requirements Managementunmatched
    • Resource Managementunmatched
    • Root Cause Analysisunmatched
    • SIP (Session Initiation Protocol)unmatched
    • Salesforce.comunmatched
    • Security Auditingunmatched
    • Security Complianceunmatched
    • Security Infrastructureunmatched
    • Service Deliveryunmatched
    • Service Level Agreement (SLA)unmatched
    • ServiceNowunmatched
    • Short Messaging Service (SMS)unmatched
    • Software Administrationunmatched
    • Software Designunmatched
    • Software Development Lifecycle (SDLC)unmatched
    • Standard Operating Procedures (SOP)unmatched
    • Strategic Analysisunmatched
    • Support Documentationunmatched
    • Systems Administration/Managementunmatched
    • Systems Maintenanceunmatched
    • Systems Reliabilityunmatched
    • Team Lead/Managerunmatched
    • Team Playerunmatched
    • Technical Leadershipunmatched
    • Technical Supportunmatched
    • Telephone Technologyunmatched
    • Telephonyunmatched
    • Test Strategyunmatched
    • Testingunmatched
    • Training Program Developmentunmatched
    • Vehicle Drivingunmatched
    • Vision Planunmatched
    • VoIP (Voice over IP)unmatched
    • Voice Response Systemsunmatched
    • Web Servicesunmatched
    • Willing to Travelunmatched
    • Workforce Managementunmatched

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