Contact Center Operations Engineer (Onsite)

Job summary

Monitor and support the daily operation of global contact center platforms, including Nice CXone and associated capabilities. Triage, troubleshoot, and resolve incidents while performing problem management to reduce repeat issues and improve service quality.

Job details

What You will do Are you looking for a role where you can help keep critical contact center systems running reliably for the business? This role supports 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 with the Nice CXone suite of omnichannel ACD and IVR capabilities, along with related contact center tools such as Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics, and 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 3–5 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 Required * 3–5 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. * Bachelor’s 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: $90,000 - $115,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us #LI-SI1 Johnson 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 [https://www.johnsoncontrols.com/-/media/jci/careers/landing/eeo-is-the-law.pdf]. If you are an individual with a disability and you require an accommodation during the application process, please visit here [SpecialAccommodations@jci.com?subject=Candidate%20Accommodated%20Requested&body=Hello%2C%20%0A%0AI've%20applied%20to%20an%20opportunity%20and%20require%20an%20accommodation%20during%20the%20application%20process.].

What you’ll do

Monitor and support the daily operation of global contact center platforms, including Nice CXone and associated capabilities. Triage, troubleshoot, and resolve incidents while performing problem management to reduce repeat issues and improve service quality.

Requirements

Requires 3-5 years of experience in contact center technology support or service management. Candidates must possess hands-on experience with Nice CXone and strong skills in incident management and troubleshooting.

Benefits

• Competitive benefits package

Listed skills

• Incident Management · Preferred
• Documentation · Preferred
• Reporting · Preferred
• Troubleshooting · Preferred
• Root Cause Analysis · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Nice CXone
• Contact center operations
• Incident management
• Service request management
• Problem management
• Troubleshooting
• IT service management
• Operational support
• Technical communication
• Platform administration
• Root cause analysis
• Documentation
• Reporting
• Stakeholder management
• IVR
• ACD
• Curiosity
• Follow Through
• Automatic Call Distributor
• Artificial Intelligence
• Analytics
• Interactive Voice Response
• Management
• Communication
• Performance Management
• Equities
• IT Service Management
• Market Data
• Operations
• Problem Management
• Service Management
• Triage
• Troubleshooting (Problem Solving)
• User Experience (UX)

Job areas

• Technology
• Customer Service & Support
• Engineering
• Software
• Contact Center Operations Manager
• Unclassified Specialized Occupation