Senior Support Engineer
Senior Support Engineer
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Job Description
Company Overview
Incedo is a US-based consulting data science and technology services firm with over 3000 people helping clients
from our six offices across US Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering data science and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom Banking Wealth Management product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations deep
technology and domain experts and global teams. Incedo University our learning platform provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by
- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology
Role Description
Monitor NICE inContact CXone systems to ensure optimal performance and uptime.
Provide Tier 2/3 support for production issues related to IVR ACD Studio scripts and integrations.
Troubleshoot and resolve real-time incidents escalating as needed to development or vendor teams.
Collaborate with cross-functional teams to implement fixes and enhancements.
Maintain documentation for support processes known issues and resolutions.
Participate in root cause analysis and post-incident reviews.
Support release management and deployment activities for contact center updates.
Ensure compliance with SLAs and operational standards.
Technical Skills
2 years of experience supporting NICE inContact CXone in a production environment.
Strong understanding of contact center technologies including IVR ACD Studio and Omnichannel routing.
Experience with monitoring tools and incident management platforms.
Familiarity with RESTful APIs and basic scripting (JavaScript Python etc.).
Excellent troubleshooting and communication skills.
Ability to work in a fast-paced high-availability environment.
Nice-to-have skills
Qualifications
NICE CXone certifications.
Experience in financial services or regulated industries.
Familiarity with ITIL practices and change management.
Exposure to CRM platforms like Salesforce or Microsoft Dynamics.
Company Value
We value diversity at Incedo. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Required Experience:
Senior IC
Employment Type
Full Time
