Note: The job is a remote job and is open to candidates in USA. Johnson Controls is seeking a Contact Center Operations Engineer to support the reliable day-to-day operation of its global contact center platforms. The role focuses on monitoring and troubleshooting Nice CXone and related tools, resolving incidents and service requests, performing problem management, maintaining operational documentation, and improving service stability and quality.
Responsibilities
- 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
Skills
- 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
Benefits
- This position includes a competitive benefits package.
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