Subject Matter Expert (Support&Ops)
HCL Technologies
Operations, Customer Service
Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.
We are looking for an experienced NICE Contact Center (NICE CXone) L2 Support Engineer to manage, troubleshoot, and support cloud contact center operations (CCaaS). The candidate will be responsible for incident handling, user administration, telephony troubleshooting, routing configuration support and integrations.The engineer should have hands-on experience in NICE CXone platform administration, voice routing, agent management, call flows, and incident/problem management in enterprise environments.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders
Provide L2 operational support for NICE NICE CXone cloud contact center platform.Troubleshoot inbound, outbound, IVR, ACD, and call routing issues.Monitor contact center health, alarms, and service availability.Support agent login, softphone, and user profile-related incidents.Configure and manage skills, queues, teams, and routing profiles.Troubleshoot NICE Studio scripts and call flow behavior.Coordinate with L1, L3, telecom carriers, and NICE TAC during incidentsUse tools such as ServiceNow, Wireshark, NICE Admin Portal, and monitoring dashboards.Maintain operational documentation, SOPs, and troubleshooting guides.Participate in 24x7 support rotation and critical outage bridge calls.Support WFM/QM modules and digital channels when applicable.Automate repetitive operational tasks using scripting tools where possible.
Skill Requirements
Hands-on experience in NICE NICE CXone administration and support.Strong knowledge of ACD, IVR, Studio scripting, skills, and queue management.Good understanding of SIP, VoIP, PSTN, and call routing concepts.Experience in troubleshooting voice quality and telephony issues.Familiarity with contact center reporting, monitoring, and KPI analysis.Knowledge of WFM/QM modules and digital channels is an added advantage.
Other Requirements
Ability to work in 24x7 rotational shifts and on-call support model.Strong analytical and troubleshooting mindset.Good verbal and written communication skills.Ability to handle critical incidents and outage bridge calls under pressure.
Why HCLTech?
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
Industry-benchmarked compensation
Best-in-class healthcare benefits
Personal time off
Maternity and paternity benefits
Access to skills / higher education programs/resources
Discounts on products and services via Benefit Box
Participate in CSR programs and live life with a purpose
Opportunities to grow and advance your career
Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
