NICE CXOne Support Engineer – Jacksonville

About the role

The NICE CXOne Support Engineer will join Infosys' Engineering unit in Jacksonville, FL, providing end‑to‑end support for the CXOne contact‑center platform. You will work closely with stakeholders to capture requirements, develop and test software enhancements, and ensure smooth operation of live applications.

Key responsibilities

• Conduct targeted interviews and workshops to capture user needs and document stakeholder requirements.
• Participate in design discussions, capture software specifications, and create process documentation.
• Develop, refine, and document code for new applications according to detailed design specifications.
• Execute test plans, analyze results, and report defects to the development team.
• Support integration of new software features and facilitate smooth transitions within existing infrastructure.
• Monitor and troubleshoot live applications, providing prompt issue resolution and comprehensive maintenance documentation.
• Systematically document coding practices, testing methodologies, and technical solutions for the team knowledge base.

Required profile

• Agile mindset with strong communication and problem‑solving abilities.
• Capability to work across most phases of the software development lifecycle.
• Passion for innovative solutions and proactive monitoring of production issues.
• Commitment to continuous learning, knowledge sharing, and team development.

Required skills

• Hands‑on experience with NICE CXOne administration, configuration, troubleshooting, and production support.
• Knowledge of Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) concepts.
• Familiarity with Studio scripting and skill‑based routing.
• Understanding of contact‑center telephony and network fundamentals.