Apolis · 13 hours ago
CXOne Support & Platform Stability Engineer
United States
Full-time
Remote
Mid Level
$0/hr - $75/hrApolis is seeking a CXOne Support & Platform Stability Engineer to provide hands-on support and stability management for the NICE CXOne platform. The role involves troubleshooting, maintaining platform reliability, and collaborating with various teams to ensure operational continuity within the Service Center Technology ecosystem.
ConsultingEnterprise ApplicationsEnterprise Resource Planning (ERP)Information TechnologyIT InfrastructureIT ManagementMobileSoftwareWeb Hosting
Responsibilities
Execute hands-on troubleshooting for IVR flows, Studio scripts, routing logic, ACD configurations, and telephony issues
Serve as a lead escalation point within the support team for higher complexity incidents or break/fix items
Conduct proactive health checks, configuration validation, and performance reviews to identify potential risks or stability concerns
Recommend and implement improvements to strengthen operational reliability
Support major incident triage, participate in root-cause analysis (RCA), and implement corrective actions as directed by the engineering team
Provide detailed technical input to assist in resolution and prevention efforts
Execute updates to call flows, routing logic, agent/skill configurations, and associated metadata
Support validation and testing for vendor releases, hotfixes, and configuration updates
Collaborate with CRM, analytics, and application teams to ensure continuity across customer interaction workflows
Confirm that tagging, routing, and integration points follow defined standards
Maintain operational runbooks, configuration documentation, and support procedures for internal reference
Qualification
Required
Hands-on experience with NICE CXOne (Studio, IVR, ACD, Routing)
Demonstrated ability to troubleshoot complex contact center workflows
Experience supporting enterprise-scale contact center environments
Strong ownership mindset and ability to operate in a lean support structure
Preferred
Experience in regulated industries
Familiarity with observability tools and integration
Experience with Dynamics 365 or other CRM/CTI integrations
Company
Apolis
Apolis is a IT consultancy that offers provides ERP solutions, hosting, assessment, web and mobile, IT staffing and IT workforce solutions.
Founded in 1996
501-1000 employees
H1B Sponsorship
Apolis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (15)
2022 (15)
2021 (12)
2020 (122)
Funding
Current Stage
Late StageLeadership Team
Amar Shokeen
President/ CEO
Rita Shokeen
COO
Company data provided by crunchbase