Job Description
Company Description
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
Job Description
Miratech is seeking a skilled NICE CX-One Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will support NICE-based routing solutions, IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms.
You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.
Responsibilities:
- Provide L2/L3 support for NICE CXone suite of products.
- Troubleshoot and resolve issues in Studio scripting, call flows, and routing logic.
- Manage P1/P2 incidents, perform RCA, and ensure timely resolution.
- Handle communication and outage management for stakeholders.
- Update knowledge base (KT) and set up proactive monitoring and processes.
- Monitor scheduled changes and assess impact before implementation.
- Work with SMEs, Infrastructure, and Helpdesk teams on escalations.
- Coordinate day-to-day support activities, including monitoring and alerting.
- 5+ years of hands-on support experience with NICE CXone products including scripting.
- Knowledge of SIP/VoIP/WebRTC protocols.
- Strong communication skills for stakeholder updates and incident handling.
- Strong troubleshooting and problem-solving skills.
- Splunk (monitoring/log analysis).
- SQL / Informat for reporting and troubleshooting.
- REST API troubleshooting and support.
- Exposure to NLU platforms (Dialogflow, Lex, AI integrations).
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.