NICE CXone Administrator / Support Engineer

Luna Data Solutions has an immediate long-term contract (potential contract for hire) position opening for a NICE CXone Administrator/Support Engineer resource with our client located in Rhode Island. *This is a remote position. All candidates must be able to work on a W2 basis; No C2C is allowed.Role: NICE CXone Administrator / Support EngineerRole Description:The NICE CXone Administrator/Support Engineer serves as a dedicated technical resource embedded within a customer organization's IT support team. This position is responsible for administering, troubleshooting, and supporting the NICE CXone Contact Center platform while providing direct assistance to contact center agents, supervisors, business users, and IT stakeholders.The ideal candidate possesses strong experience with NICE CXone administration, contact center operations, and troubleshooting complex issues affecting platform functionality, integrations, telephony services, and agent desktop performance.This role requires a hands-on engineer who can independently investigate issues, coordinate with vendors, and ensure a reliable and productive customer service environment.Key Responsibilities/Activities:Administer and maintain NICE CXone platform components, including users, skills, routing profiles, queues, permissions, and business unit configurations.Perform user onboarding, access management, and contact center configuration activities.Support call routing, IVR, inbound and outbound campaign functionality, workforce optimization, recording, and reporting features.Configure and maintain contact center settings in accordance with organizational requirements and operational standards.Assist with system enhancements, upgrades, testing, and deployment activities.Serve as a primary support resource for NICE CXone-related incidents and service requests.Troubleshoot issues involving:Agent login and authentication failuresCall routing and queue performanceTelephony and voice quality problemsReporting and analytics discrepanciesDigital engagement channelsWorkforce management and recording functionalityAnalyze platform logs, diagnostic data, and system metrics to identify root causes and implement corrective actions.Recognize when user-impacting issues are related to network conditions. Engage the network team and troubleshoot collaboratively.Escalate complex issues to NICE support and third-party vendors as required.Investigate and resolve localized user issues impacting individual agents or agent groups.Troubleshoot agent desktop environments, including:Browser compatibility issuesSoftphone functionalityAudio device and headset problemsNetwork and VPN connectivitySingle Sign-On (SSO) issuesWorkstation performance concernsDifferentiate between platform-wide issues and user-specific environmental challenges to accelerate resolution.Provide technical guidance and support to supervisors, workforce teams, and contact center personnel.Support integrations between NICE CXone and business applications including CRM, workforce management, reporting, and AI solutions.Assist in configuration validation, testing, and troubleshooting of integrated technologies.Work with internal application teams and external vendors to resolve interoperability issues.Document integration dependencies and support procedures.Maintain accurate technical documentation, knowledge articles, troubleshooting guides, and support procedures.Document incident findings, resolutions, and recurring issues.Contribute to process improvements that enhance platform stability and agent experience.Provide knowledge transfer and mentoring to help desk personnel and business users.Required QualificationsAssociate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.3+ years of experience supporting enterprise contact center technologies.2+ years of hands-on NICE CXone administration and troubleshooting experience.Experience supporting contact center agents in a production environment.Strong understanding of:Contact center operationsVoice and telephony conceptsSIP and VoIP technologiesCall routing methodologiesUser administration and access managementNetworking fundamentals (TCP/IP, DNS, VPN)Experience troubleshooting Windows desktop environments and browser-based applications.Strong customer service, communication, and analytical problem-solving skills.Preferred QualificationsNICE CXone certifications or formal NICE CXone training.Experience supporting workforce optimization, recording, quality management, or analytics modules.Experience with contact center CRM integrations.Experience supporting cloud-based contact center technologies.Familiarity with ServiceNow or comparable ITSM platforms.Experience integrating or supporting conversational AI platforms.Knowledge of Kore.ai integrations with NICE CXone, including virtual agents, bot workflows, and associated troubleshooting.Experience supporting API-based integrations and SSO solutions.Exposure to Salesforce, Microsoft Dynamics, ServiceNow, or similar enterprise application integrations.What We Offer: Great work life balanceRemote working arrangementCompetitive compensation and benefits including health, dental, vision, life and accident insurance, disability insurance and more!Luna Data Solutions, Inc. (LDS) provides equal employment opportunities to all employees. All applicants will be considered for employment. LDS prohibits discrimination and harassment of any type regarding age, race, color, religion, sexual orientation, gender identity, sex, national origin, genetics, protected veteran status, and/or disability status. No sponsorship can be provided. Candidates must pass a 7-year background check.