Track Manager (Support & Operations)

Job description

We are seeking an experienced NICE CXone professional (Administrator, Engineer, or Developer) to lead the implementation, configuration, and optimization of the NICE CXone cloud-native Contact Center as a Service (CCaaS) platform. This role is responsible for delivering scalable, high-performing omnichannel customer experience solutions, including intelligent routing, IVR design, and seamless CRM integrations. The ideal candidate brings deep technical expertise in CXone architecture, strong scripting and integration skills, and the ability to translate business requirements into efficient, reliable contact center solutions. Key Responsibilities Platform Configuration & Administration Configure and manage CXone environments, including users, roles, permissions, skills, and teams Maintain system governance, security profiles, and access controls within CXone Administration and ACD modules IVR Design & Scripting Design, develop, and optimize complex IVR call flows using NICE CXone Studio Implement reusable, scalable scripting frameworks and troubleshoot script logic issues Omnichannel Routing Configure and optimize routing strategies across voice, email, chat, SMS, and social channels Ensure consistent and efficient customer journey experiences across all touchpoints CRM & System Integration Integrate CXone with CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365 Enable screen pops, data dips, and API-driven workflows using RESTful services Performance Optimization & Support Monitor system performance, troubleshoot routing failures, and resolve production issues Analyze KPIs, call flows, and reporting metrics to continuously improve efficiency and customer experience WFM & QM Support Collaborate with Workforce Management (WFM) and Quality Management (QM) teams to support forecasting, scheduling, and quality initiatives Skill Requirements NICE CXone Expertise: 3–5+ years of hands-on experience with NICE CXone (inContact), including Studio, ACD, and administrative modules Scripting & Development: Strong proficiency in CXone Studio scripting, along with working knowledge of JavaScript, JSON, and REST APIs Contact Center Technologies: Deep understanding of ACD, IVR, VoIP, SIP, and CTI frameworks CRM & Integration Experience: Proven experience integrating CXone with enterprise CRM platforms and external systems Troubleshooting & Optimization: Demonstrated ability to diagnose complex routing, scripting, and system performance issues Analytical & Communication Skills: Ability to interpret contact center data, communicate findings, and collaborate with technical and business stakeholders Other Requirements Certifications: NICE CXone Certified Implementation Partner and/or NICE CXone Certified Support Specialist Education: Bachelor’s degree in Computer Science, Information Technology, or a related field AI & Automation Experience: Exposure to conversational AI and chatbot technologies such as Dialogflow or similar platforms Advanced CXone Capabilities: Experience with CXone WFM, QM, Analytics, and Enlighten AI Cloud & Architecture Exposure: Familiarity with cloud platforms (AWS, Azure) and enterprise integration patterns Typical Job Titles NICE CXone Administrator NICE CXone Developer Contact Center Engineer (NICE Specialist) NICE CXone Implementation Consultant CXone Platform Engineer Apply now Information at a Glance 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 223,000 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 June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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