NICE CXOne Support Lead

About the role

The NICE CXOne Support Lead will join Infosys' Engineering unit to drive product‑centric value delivery for contact‑center solutions. Working remotely from anywhere in the United States, you will support the design, development, and maintenance of NICE CXOne applications, ensuring stability and high‑quality service for clients.

Key responsibilities

• Document and refine business requirements for assigned modules.
• Facilitate design discussions and capture architectural decisions.
• Develop, code, and integrate new features while preserving system stability.
• Conduct code reviews, manage repositories, and implement test strategies.
• Provide user training, documentation, and support frameworks for smooth transitions.
• Resolve production issues and propose preventive measures to improve reliability.
• Maintain detailed records of code changes, testing outcomes, and support activities.

Required profile

• Strong collaborative spirit with excellent communication skills.
• Ability to manage end‑to‑end SDLC phases from requirement gathering to implementation.
• Proven capability to translate complex requirements into actionable development tasks.
• Hands‑on coding experience and a proactive approach to testing and troubleshooting.

Required skills

• IVR concepts and infrastructure for contact‑center environments.
• Contact‑center telephony and network domain knowledge.
• Content design for multiple media formats.