Contact Center Operations Engineer (Onsite)
Job Location:
Glendale, WI - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
What You will do
Are you looking for a role where you canhelp keep critical contact center systems running reliably forthe businessThis rolesupports the day-to-day operation of our global contact center platforms helping ensure incidents service requests and operational tasks are handled with ownership urgency and care.
You will work withthe Nice CXone suite of omnichannel ACD and IVRcapabilities along with related contact center tools such asWorkforce Engagement Feedback Management Performance Management Interaction Analyticsand Artificial Intelligence.This is an operational role focused on keeping the environment stable improving service quality and reducing repeat issues through effective problem management. You do not need to be a deep Nice expert on day one but you should bring 35 years of relevant contact center technology experience and a willingness to keep learning.
How you will do it
Monitor and support daily operation of contact center platforms including Nice CXone and associated capabilities.
Triage troubleshoot and resolve incidents service requests and operational tasks within agreed service expectations.
Partner with engineering operations vendors and business teams to restore service quickly and communicate clearly during operational issues.
Perform problem management activities by identifying recurring tickets investigating root causes and helping reduce repeat incidents.
Maintain accurate ticket updates documentation knowledge articles and operational runbooks.
Support routine platform administration configuration updates reporting requests and health-check activities.
Build strong working relationships with business partners and make operational information understandable to non-technical audiences.
Be an inclusive supportive teammate who takes ownership and follows through.
This is an operational support role focused on stability and service quality; it is not a design or architecture role.
What we look for
35 years of experience supporting contact center technology in an operational production support or service management role.
Hands-on experience with Nice CXone
Experience managing incidents service requests operational tasks and ticket queues using IT service management practices.
Ability to troubleshoot production issues identify patterns and contribute to problem management activities that reduce repeat tickets.
Curiosity follow-through and a practical interest in improving operational stability and user experience.
Bachelors degree plus confirmed knowledge or experience or equivalent experience.
Ability to communicate clearly with technical teams vendors and business partners during normal operations and service-impacting events.
Ability to establish relationships with resources who report to different managers and work effectively across teams.
HIRING SALARY RANGE: $90000 - $115000 (Salary to be determined by the education experienceknowledge skills and abilities of the applicant internal equity and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbackground warrants consideration beyond the stated range we encourage you to apply. Tosupport an efficient and fair hiring process we may use technology assisted tools includingartificial intelligence (AI) to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details please visit the About Us tab on theJohnson Controls Careers site at Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status genetic information sexual orientation gender identity status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit here.
Required Experience:
IC
About Company
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 120,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation sy ... View more
