Senior NICE Contact Center Systems Engineer

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Title: Senior NICE Contact Center Systems Engineer

Location: Australia || Remote

**While this is a remote position, there may be occasional requirements to escort vendors onsite for support purposes. Travel and accommodation will be provided as needed**

Job Description

Get To Know Us:

We are seeking an experienced and self-motivated Senior NICE Contact Centre Systems Engineer to join our dynamic team. This role is critical in supporting, configuring, and maintaining the NICE CXone platform and its associated modules, with a strong focus on technical expertise and hands-on implementation. The ideal candidate will bring deep technical knowledge, an analytical mindset, and a customer-first approach to drive performance and innovation in a fast-paced omnichannel environment.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Generous Bereavement & Compassionate leave
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:           

This role offers a unique opportunity to work on leading-edge customer engagement technologies while delivering meaningful business impact. You’ll be part of a collaborative, supportive team committed to innovation, excellence and continuous improvement in customer experience.Install, configure, and maintain VMware and OpenShift clusters on-premises.

• Configure, manage and troubleshoot the NICE CXone platform and modules, including:
  • Quality Management (QM)
  • Interactions
  • Feedback Manager
  • Dashboards and Reporting
  • ACD and Administration
• Support and optimize omnichannel environments, including voice, chat and email channels.
• Identify and resolve call flow and agent-related issues.
• Manage and maintain dial plans and call routing logic.
• Engage with NICE Community for case management and resolution tracking.
• Collaborate closely with internal teams and stakeholders to align technical implementations with business objectives.

What You Will Bring:

• Strong verbal and written communication skills, with a customer-facing and team-oriented approach.
• Proven ability to operate effectively in a fully remote environment.
• Comfortable collaborating within a Microsoft Teams ecosystem.
• A proactive self-starter with strong problem-solving abilities and attention to detail.

Desirable Experience and Tools:

• Nexidia Advanced Analytics
• IEX Workforce Management (WFM) integrated with CXone
• Advanced scripting within NICE CXone
• ServiceNow for ITSM
• Jira for project tracking and task management

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.