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.
