CXOne Platform Support Engineer

Job#: 3020001

Job Description:

We are seeking a CXOne Support & Platform Stability Engineer to provide hands-on support and stability management for the NICE CXOne platform within our Service Center Technology ecosystem. This contractor will work as part of an existing support team and will take a lead role in addressing complex issues, executing changes, and maintaining platform reliability, while supporting ongoing day to day operations.

This is an execution-focused role designed for someone comfortable working independently, owning tasks, and delivering consistent, reliable outcomes in a lean engineering environment.

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Scope of Work / Responsibilities

Operational Support & Troubleshooting

o Execute hands-on troubleshooting for IVR flows, Studio scripts, routing logic, ACD configurations, and telephony issues.

o Serve as a lead escalation point within the support team for higher complexity incidents or break/fix items.

Platform Stability & Performance

o Conduct proactive health checks, configuration validation, and performance reviews to identify potential risks or stability concerns.

o Recommend and implement improvements to strengthen operational reliability.

Incident & Problem Management

o Support major incident triage, participate in root-cause analysis (RCA), and implement corrective actions as directed by the engineering team.

o Provide detailed technical input to assist in resolution and prevention efforts.

Change & Release Execution

o Execute updates to call flows, routing logic, agent/skill configurations, and associated metadata.

o Support validation and testing for vendor releases, hotfixes, and configuration updates.

Cross-Platform Coordination

o Collaborate with CRM, analytics, and application teams to ensure continuity across customer interaction workflows.

o Confirm that tagging, routing, and integration points follow defined standards.

Documentation & Knowledge Transfer

o Maintain operational runbooks, configuration documentation, and support procedures for internal reference.

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Required Experience

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.

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Preferred Skills

Experience in regulated industries.

Familiarity with observability tools and integration.

Experience with Dynamics 365 or other CRM/CTI integrations

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.