Application Tech Support Practitioner

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking an experienced Senior NICE CXone Migration & Transformation Specialist with 6+ years of experience to lead and deliver end-to-end migration projects from legacy and different cloud contact center systems to NICE CXone. The ideal candidate will be responsible for planning, designing, configuring, migrating, integrating, and testing NICE CXone solutions, as well as ensuring a seamless handover to operations/support teams. This role requires strong expertise in contact center technologies, a deep understanding of CX transformation, and proven experience in cloud migration projects.
1. Planning & Strategy:
Lead assessment of existing contact center infrastructure and define migration strategies to NICE CXone.
Develop comprehensive migration and transformation project plans, including resource, risk, and timeline management.
Collaborate with business stakeholders to gather requirements and define KPIs for transformation.
2. Technical Configuration & Solution Design:
Design and configure NICE CXone components including: ACD, IVR, Studio scripting, Omnichannel routing (Voice, Email, Chat, SMS, Social), Quality Management (QM), Workforce Management (WFM), Interaction Analytics and Personal Connection (Predictive Dialer) and Screen Recording
Create advanced call flows using CXone Studio, leveraging APIs, data dips, and real-time decision logic.
Configure and optimize Skills, Profiles, Routing Profiles, and Agent Scripts.
3. Telecom & SIP Integration:
Coordinate with telecom service providers to provision DIDs, toll-free numbers, porting, and SIP trunking.
Work with Session Border Controllers (SBCs), VoIP gateways, and SIP-based configurations.
Ensure QoS (Quality of Service), MOS scoring, and network optimization for voice traffic.
Troubleshoot call quality issues, packet loss, jitter, latency using tools like Wireshark, SIP ladder diagrams, etc.
4. Migration Execution:
Manage the end-to-end migration of voice, chat, email, and digital channels to NICE CXone.
Coordinate data migration, including users, IVR Flows, historical data, Call routing logic, call recordings, and interaction logs.
Identify and mitigate migration-related risks, issues, and dependencies.
Set up proper fallback and rollback mechanisms for high-availability deployments.
5. Integration:
Integrate NICE CXone with third-party systems including CRM (Salesforce, MS Dynamics, Zendesk), Ticketing and knowledge base platforms and Voice biometrics, AI bots, IVAs
Develop and manage APIs, web services, and data connectors.
Support SSO integrations using SAML / OAuth2 and identity providers (Okta, Azure AD).
6. Testing & Quality Assurance:
Develop and execute test plans for UAT, performance testing, failover testing, and regression testing.
Ensure solution integrity, stability, and adherence to SLAs before go-live.
Address defects and support remediation efforts quickly.
7. Handover & Documentation:
Create and deliver detailed documentation including configuration guides, admin manuals, and support procedures.
Conduct training and knowledge transfer sessions to support and operations teams.
Ensure post-migration support structure is in place with clear escalation paths.

Required Skills & Experience:
10+ years of experience in contact center technologies with 7+ years in NICE CXone migration and solution delivery.
Strong expertise in telecom and VoIP technologies: SIP, RTP, SBCs, codecs (G.711, G.729), QoS.
Proven experience in telecom service provider environments, with understanding of carrier-grade telephony infrastructure and integrations.
Deep understanding of cloud contact center architecture, IVR scripting, dialers, WFM, and quality monitoring.
Proficient in troubleshooting tools (e.g., Wireshark, SIP debuggers, NICE CXone Call Trace Analyzer).