Job description

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth. Job role: Technology Consultant 1 Required skills and experience Experience in NICE CXone administration, configuration, troubleshooting, and production support. Knowledge of ACD, IVR, Studio scripting, skill-based routing, queue management, omnichannel routing, voice/chat channels, call flows, and contact center operations. Ability to diagnose and resolve telephony, routing, scripting, agent desktop, and platform-related issues, perform root-cause analysis, manage incidents, and support releases and deployments. Experience with REST APIs, CRM integrations (Salesforce/ServiceNow), SIP/VoIP telephony, reporting, analytics, monitoring, and cloud contact center environments. Strong understanding of customer service operations, troubleshooting methodologies, stakeholder communication, documentation, and 24x7 production support processes. Preferred skills Exposure to NICE CXone cloud contact center platforms with expertise in Studio scripting, ACD/IVR design, omnichannel routing, CRM integrations, WFM/QM modules, SIP/VoIP troubleshooting, analytics, cloud technologies, and AI-enabled customer experience solutions. Experience supporting enterprise contact center operations, platform migrations, automation initiatives, and high-volume production environments is highly desirable. Qualifications and work authorization • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • This position may require relocation and/or travel to work/project location. • Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future. Compensation Estimated annual compensation range for this role will be as follows: In CA / WA / NY / CO, IL, MN, NJ: $ 62000 to $ 86800 In Washington, DC: $62600 to $ 76100 Benefits Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits: • Medical/Dental/Vision/Life Insurance • Long-term/Short-term Disability • Health and Dependent Care Reimbursement Accounts • Insurance (Accident, Critical Illness , Hospital Indemnity, Legal) • 401(k) plan and contributions dependent on salary level • Paid holidays plus Paid Time Off About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

Requirements

Must-haves

Job role: Technology Consultant 1
Required skills and experience
Experience in NICE CXone administration, configuration, troubleshooting, and production support.
Knowledge of ACD, IVR, Studio scripting, skill-based routing, queue management, omnichannel routing, voice/chat channels, call flows, and contact center operations.
Ability to diagnose and resolve telephony, routing, scripting, agent desktop, and platform-related issues, perform root-cause analysis, manage incidents, and support releases and deployments.
Experience with REST APIs, CRM integrations (Salesforce/ServiceNow), SIP/VoIP telephony, reporting, analytics, monitoring, and cloud contact center environments.
Strong understanding of customer service operations, troubleshooting methodologies, stakeholder communication, documentation, and 24x7 production support processes.
Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

Nice-to-haves

Qualifications and work authorization
This position may require relocation and/or travel to work/project location.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aimlrestagile

Platform: infosys
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off