NICE CX-ONE TechOps Engineer

  • Компанія: Miratech
  • Місто
  • Зарплата:
  • Розміщено: 2025-05-05 13:17:20

Опис

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Canada and our headquarters in the US. As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil, rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.


Job Description

.
Functionality and Troubleshooting Areas Nice CXone Admin, ACD, Reporting, Dashboards, Feedback Management, Interactions, Max, Studio, Digital First


Qualifications

We are seeking a NICE CX-ONE TechOps Engineer to join our team.
CAA TechOps is a support team in OMNI Channel supporting contact center solutions hosted on On-Prem and Cloud SaaS Platforms
This team is responsible for maintaining stability in the production environment and working on Outage/RCA management, Incident Management, Monitoring, and Alerting. Apart from this end-to-end business process activities related to the ongoing migrations and support of the OMNI contact center telephony system across multiple LOBs, collaborate with the Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience.

Responsibilities:

⁠Identify potential problems in Call Routing, Agent Desktop, Digital Platforms, and propose solutions with the team, correlating any ongoing issues with the environment’s overall impact.⁠Work to design and implement requested IVR enhancements effectively and in line with user needs.Monitor scheduled changes, assessing potential impacts to prevent service disruptions.Handle day-to-day activities such as managing P3-P5 tickets, monitoring and alerting, collaborating with Infrastructure and Helpdesk teams, and addressing escalations.Develop comprehensive product-level knowledge to ensure thorough understanding and expertise.Provide timely and effective support for occasional P1 and P2 issues, ensuring swift resolution.Lead communication and manage outages effectively to minimize disruption.Identify, coordinate, and document Root Cause Analysis for P1 and P2 incidents, ensuring transparency and accountability.⁠Support chat and email routing activities, ensuring smooth operations.Manage user creation and bulk loading, and configure roles and permissions.Update Knowledge Transfer (KT) documentation for new issues, establishing proactive alerting and resolution processes.Collaborate with Subject Matter Experts to review changes, ensuring alignment with best practices.


Additional Information

Minimum of 4+ years working with NICE CXone in an administrative capacity, specifically handling core functionalities such as Automatic Call Distribution, reporting, and dashboard management.Proven ability to design, customize, and troubleshoot reports and dashboards to monitor contact center performance, ensuring data accuracy and actionable insights.Hands-on experience with feedback management tools within NICE CXone to collect and analyze customer feedback, driving continuous service improvement. Strong proficiency in managing and optimizing customer interactions using NICE CXone, with a deep understanding of MAX for agent interface customization. Advanced skills in NICE CXone Studio, creating and managing call flows and IVR scripting, while troubleshooting issues related to routing and automation. Knowledge of NICE CXone's Digital First approach, managing omnichannel communication (chat, email, social media) for seamless customer experiences across multiple platforms.Strong troubleshooting skills across NICE CXone components, including identifying and resolving issues related to system configuration, call routing, digital channels, and integrations.

Nice to have:

Familiarity with writing and executing SQL queries, with a solid understanding of relational databases for troubleshooting and data analysis.Experience using Splunk for monitoring, searching, and analyzing machine-generated data to identify issues and enhance system performance.Troubleshooting background, particularly in diagnosing and resolving complex technical issues efficiently across various platforms and tools.

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. Work From Anywhere Culture: make the most of the flexibility that comes with remote work. Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Full-time

Схожі вакансії

NICE CX-ONE TechOps Engineer

... DescriptionWe are seeking a NICE CX-ONE TechOps Engineer to join our team.CAA TechOps is a support team in ... and automation. Knowledge of NICE CXones Digital First approach, managing ... digital channels, and integrations.Nice to have:Familiarity with writing ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

NICE CX-ONE TechOps Engineer

... DescriptionWe are seeking a NICE CX-ONE TechOps Engineer to join our team.CAA TechOps is a support team in ... and automation. Knowledge of NICE CXones Digital First approach, managing ... digital channels, and integrations.Nice to have:Familiarity with writing ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

NICE CX-ONE TechOps Engineer

... DescriptionWe are seeking a NICE CX-ONE TechOps Engineer to join our team.CAA TechOps is a support team in ... and automation. Knowledge of NICE CXones Digital First approach, managing ... digital channels, and integrations.Nice to have:Familiarity with writing ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

NICE CX-One Engineer - Remote

... .We are looking for a NICE CX-One Engineer to join our team who ... that might be working on one of those agencies’ tickets.Qualifications3+ years of experience with Nice InContact CXone (ACD, IVR, Auto ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

Lead NICE CXOne Engineer

... undergoing a significant Customer Experience (CX) transformation, with Miratech as the ... are currently seeking a Lead NICE CXOne Engineer  to join our team. In ... Subject Matter Expertise (SME) for NICE BU, contributing to solution design ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

Data Engineer

... 5,500 employees work, including one of the largest product IT ... resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. ... + роки досвіду на посаді Data Engineer Досвід роботи з великими структурованими ...
Компанія: Raiffeisen Bank Ukraine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Lead NICE CXOne Engineer

... undergoing a significant Customer Experience (CX) transformation, with Miratech as the ... are currently seeking a Lead NICE CXOne Engineer  to join our team. In ... + years of experience with NICE InContact and or NICE CXone.5+ years of experience ...
Компанія: Miratech Місто:
Зарплата: Розміщено:
www.smartrecruiters.com

Electrical Engineer (high voltage)

Electrical  Engineer (high voltage)Lviv Bilfinger Tebodin is one of the worlds leading ... for High Voltage Electrical Engineer  for our office in Lviv.  ... as HV electrical engineer including 3 years as lead engineer;Experience of work on European ...
Компанія: Bilfinger Місто:, Lviv,
Зарплата: Розміщено:
ua.talent.com

Title Electrical Engineer (high voltage)

Electrical Engineer (high voltage)LvivBilfinger Tebodin is one of the worlds leading ... for High Voltage Electrical Engineer for our office in Lviv. ... experience as HV electrical engineer including 3 years as lead engineer;Experience of work on European ...
Компанія: Stork Turbo Service B.V. Місто:Львівська область, Львів,
Зарплата: Розміщено:
jobs.org.ua

L1 Technical Support Engineer

... 5,500 employees work, including one of the largest product IT ... resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. ... -ресурсів; корпоративні навчальні програми з CX, Data, IT Security, Лідерства, Agile. ...
Компанія: Raiffeisen Bank Ukraine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Angular Software Engineer

... an Experienced Angular Software Engineer with experience in leading a ... schedule – you are the one to decide when to start ... -year global experience Join one of the largest IT companies in Ukraine, awarded as one of the top 10 employers ...
Компанія: Ciklum Місто:Київ, Київ,
Зарплата: Розміщено:
jobs.org.ua

L2 Support Engineer (MyRaif)

... 5,500 employees work, including one of the largest product IT ... resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. ... -ресурсів; корпоративні навчальні програми з CX, Data, IT Security, Лідерства, Agile. ...
Компанія: Raiffeisen Bank Ukraine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

L2 Support Engineer

... 5,500 employees work, including one of the largest product IT ... resources; corporate training programs in CX, Data, IT Security, Leadership, Agile. ... -ресурсів; корпоративні навчальні програми з CX, Data, IT Security, Лідерства, Agile. ...
Компанія: Raiffeisen Bank Ukraine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kharkiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

AgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Dnipro,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Odesa,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Dnipro,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Dnipro,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

AgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Sokil'nyky,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

AgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kyiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Odesa,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kharkiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Sokil'nyky,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

AgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Odesa,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

AgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Kharkiv,
Зарплата: Розміщено:
ua.talent.com

Node.js Engineer (Senior) ID34816

Job DescriptionAgileEngine is one of the Inc. 5000 fastest- ... ;- Good spoken and written English.NICE TO HAVES- Familiarity with microservice architectures (nice to have). - Experience with distributed ...
Компанія: AgileEngine Місто:, Sokil'nyky,
Зарплата: Розміщено:
ua.talent.com

Senior DevOps Engineer IRC252345

... an Infrastructure Engineer who is looking to join ... as a DevOps engineer (AWS, GCP)– Expertise in Linux Systems Administrator, or Infrastructure Engineer– Experience with monitoring tools like ... first. From day one, you’ll experience an inclusive culture ...
Компанія: GlobalLogic Місто:Київ, Київ,
Зарплата: Розміщено:
jobs.org.ua

Senior DevOps Engineer IRC252345

... an Infrastructure Engineer who is looking to join ... as a DevOps engineer (AWS, GCP)– Expertise in Linux Systems Administrator, or Infrastructure Engineer– Experience with monitoring tools like ... first. From day one, you’ll experience an inclusive culture ...
Компанія: GlobalLogic Місто:Львівська область, Львів,
Зарплата: Розміщено:
jobs.org.ua

Lead Data & MLE Engineer

... for a Lead Data & MLE Engineer to join our team.ResponsibilitiesCreate ... )Experience developing software code in one or more programming languages (Java, ... for professional growth from day one of collaboration. Our colleagues are ...
Компанія: EPAM Systems Місто:Львівська область, Львів,
Зарплата: Розміщено:
jobs.org.ua

Engineer

... and humanitarian situation in Ukraine. One of the imminent needs for ...
Компанія: United Nations Volunteers Місто:Київ, Київ,
Зарплата: Розміщено:
jobs.org.ua

Data Engineer

... Team As a Data Engineer, you will join our Data ... experience as a Data Engineer, with expertise in Apache Spark ... part of a team.Nice to haveHands-on experience with ... on responsibility from day one.Benefit from various coaching and ...
Компанія: TechBiz Global Місто:, ukraine,
Зарплата: Розміщено:
ua.talent.com

Senior Automation QA Engineer IRC262511

... skills, including client-facing presentations.Nice to Have:Experience with cloud ... for a Senior Automation Test Engineer who will take the lead ... put people first. From day one, you’ll experience an inclusive culture ...
Компанія: GlobalLogic Місто:Львівська область, Львів,
Зарплата: Розміщено:
jobs.org.ua

Blockchain Data Engineer (Senior/Lead) ID34521

Job DescriptionAgileEngine is one of the Inc. ... experience as a Data Engineer or Backend Engineer with a strong foundation in ... in at least one modern backend language (Python, Go, ... Upper-Intermediate English level.NICE TO HAVES- Experience with AWS, ...
Компанія: AgileEngine Місто:, Odesa,
Зарплата: Розміщено:
ua.talent.com

Blockchain Data Engineer (Senior/Lead) ID34521

AgileEngine is one of the Inc. 5000 ... experience as a Data Engineer or Backend Engineer with a strong foundation in ... ;- Proficiency in at least one modern backend language (Python, Go, ... ;- Upper-Intermediate English level.NICE TO HAVES- Experience with AWS, ...
Компанія: AgileEngine Місто:, Sokil'nyky,
Зарплата: Розміщено:
ua.talent.com

Blockchain Data Engineer (Senior/Lead) ID34521

AgileEngine is one of the Inc. 5000 ... experience as a Data Engineer or Backend Engineer with a strong foundation in ... ;- Proficiency in at least one modern backend language (Python, Go, ... ;- Upper-Intermediate English level.NICE TO HAVES- Experience with AWS, ...
Компанія: AgileEngine Місто:, Dnipro,
Зарплата: Розміщено:
ua.talent.com

Blockchain Data Engineer (Senior/Lead) ID34521

Job DescriptionAgileEngine is one of the Inc. ... experience as a Data Engineer or Backend Engineer with a strong foundation in ... in at least one modern backend language (Python, Go, ... Upper-Intermediate English level.NICE TO HAVES- Experience with AWS, ...
Компанія: AgileEngine Місто:, Sokil'nyky,
Зарплата: Розміщено:
ua.talent.com

Blockchain Data Engineer (Senior/Lead) ID34521

AgileEngine is one of the Inc. 5000 ... experience as a Data Engineer or Backend Engineer with a strong foundation in ... ;- Proficiency in at least one modern backend language (Python, Go, ... ;- Upper-Intermediate English level.NICE TO HAVES- Experience with AWS, ...
Компанія: AgileEngine Місто:, Odesa,
Зарплата: Розміщено:
ua.talent.com