Apex Systems · 4 days ago
CXOne Platform Support Engineer
Fort Mill, SC
Full-time
Onsite
Mid, Senior Level
$45/hr - $51/hrApex Systems is a world-class IT services company that serves thousands of clients across the globe. They are seeking a CXOne Support & Platform Stability Engineer to provide hands-on support and stability management for the NICE CXOne platform, addressing complex issues and maintaining platform reliability.
Human ResourcesInformation TechnologyRecruiting
Responsibilities
Operational Support & Troubleshooting
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
Platform Stability & Performance
Conduct proactive health checks, configuration validation, and performance reviews to identify potential risks or stability concerns
Recommend and implement improvements to strengthen operational reliability
Incident & Problem Management
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
Change & Release Execution
Execute updates to call flows, routing logic, agent/skill configurations, and associated metadata
Support validation and testing for vendor releases, hotfixes, and configuration updates
Cross-Platform Coordination
Collaborate with CRM, analytics, and application teams to ensure continuity across customer interaction workflows
Confirm that tagging, routing, and integration points follow defined standards
Documentation & Knowledge Transfer
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
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Other discounts
On-demand training program
Access to certification prep
Library of technical and leadership courses/books/seminars
Certification discounts
Other perks to associations that include CompTIA and IIBA
Dedicated customer service team for our Consultants
Certified Career Coach
Company
Apex Systems
Apex Systems, a division of On Assignment, provides organizations with IT staffing solutions to address gaps in their current workforce.
Founded in 1995
1001-5000 employees
H1B Sponsorship
Apex Systems 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
2025 (28)
2024 (21)
2023 (35)
2022 (26)
2021 (29)
2020 (38)
Funding
Current Stage
Late StageLeadership Team
Roger Wahman
Chief Technology Officer - SVP
Andrea Schiola
Global Head of Technology Partnerships, SVP, Principal
Recent News
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