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CXOne Support Engineer - Fort Mill, SC/Austin, TX
Job in
Fort Mill, York County, South Carolina, 29715, USA
Listed on 2026-02-14
Listing for:
TalentBridge
Full Time
position Listed on 2026-02-14
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
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
- Perform proactive health checks, configuration validation, and performance reviews
- Identify risks and implement improvements to enhance platform reliability
- Support major incident triage and root cause analysis (RCA)
- Implement corrective and preventive actions in coordination with engineering teams
- Execute updates to call flows, routing logic, skills, and agent configurations
- Support testing and validation for vendor releases, hotfixes, and configuration changes
- Work closely with CRM, analytics, and application teams
- Ensure integrations, routing, and tagging follow defined standards
- Maintain runbooks, configuration documentation, and support procedures
- 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
- Experience working in regulated industries
- Familiarity with monitoring/observability tools
- Experience with Dynamics 365 or other CRM/CTI integrations
- CXOne Support Engineer / Platform Engineer
- Comfortable working in production environments
- Strong problem‑solver who enjoys owning issues end‑to‑end
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