Apply for Cetera - Nice in Contact Customer Support Engineer Job

6 to 8 Years Relevant Experience

We are seeking an experienced NICE inContact Customer Support Engineer to provide expert-level support and development for our NICE inContact cloud-based contact center platform. The ideal candidate will have deep hands-on expertise in NICE Studio, IVR development, API integrations, and BAU (Business-as-Usual) support.

This role demands strong technical problem-solving capabilities, a customer-first mindset, and a background in call flow design, Java-based IVR coding, and NICE platform tools such as MAX, InView, and CallBack.

Key Responsibilities

1. NICE inContact Platform Support & Development

• Provide L2/L3 support for NICE inContact systems including Studio, MAX softphones, and InView dashboards.
• Handle incident resolution, root cause analysis, bug fixes, and performance optimization.
• Manage and support call routing, IVR scripts, callback configurations, and agent setup.

2. IVR & Strategy Development

• Design and develop IVR call flows using NICE inContact Studio.
• Code and maintain IVR flows using Java, and handle IVR call flow migrations.
• Optimize and manage call strategies, queues, routing rules, and fallback mechanisms.

3. API and Integration Development

• Build and maintain integrations using RESTful APIs between NICE inContact and other enterprise systems (CRM, ticketing tools, reporting platforms).
• Write efficient SQL scripts for reporting and troubleshooting.

4. Tools & Environment

• Work with NICE inContact tools including:
  • Studio, MAX, PressPath, CallBack, and InView
• Assist with configuration and maintenance of agent tools and dashboards.

5. Collaboration and Communication

• Work closely with cross-functional teams (IT, customer success, operations).
• Document all changes, fixes, and updates as part of change management and knowledge base practices.
• Provide technical guidance during onboarding, feature rollouts, and incident escalations.

Required Skills & Qualifications

• 5+ years of hands-on experience with NICE inContact cloud contact center solutions.
• In-depth knowledge of NICE Studio and IVR development practices.
• Strong understanding of Java for IVR scripting.
• Proficient in SQL scripting for database queries and reporting.
• Familiarity with NICE tools such as MAX Softphones, InView, CallBack tools, and PressPath.
• Experience developing and consuming REST APIs.
• Proven track record in issue resolution, performance tuning, and technical troubleshooting.
• Excellent communication and documentation skills.

Preferred Qualifications

• Experience in cloud-based contact center operations for financial services or large-scale enterprises.
• Familiarity with contact center reporting, agent performance metrics, and analytics.
• NICE inContact certifications (a plus).
• Experience with ticketing systems like ServiceNow or JIRA.

Soft Skills

• Strong problem-solving mindset and attention to detail.
• Ability to work independently as well as part of a team.
• Customer-centric approach with a proactive attitude toward continuous improvement.
• Adaptable and comfortable in fast-paced environments with shifting priorities.