NICE CXone Engineer
About the job
- 5+ years of experience supporting NICE CXone/NICE inContact.
- 4+ years of L3 production support experience.
- Strong knowledge of ACD, IVR, routing, Studio, reporting, and dashboards.
- Experience with call routing, SIP, CRM, chat, and contact center technologies.
- Hands-on experience with Splunk, Zabbix, CloudWatch, or Datadog.
- Experience with AWS, Azure, or GCP environments.
- Knowledge of REST APIs and cloud integrations.
- Strong troubleshooting and incident management skills.
- Experience with Agile, ITIL, and change management.
- Excellent communication and documentation skills.
- Provide L3 production support for NICE CXone environments.
- Monitor and resolve production incidents, outages, and service requests.
- Perform RCA and implement preventive solutions.
- Support ACD, IVR, call routing, agent desktop, and digital channels.
- Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.
- Support deployments, releases, and production changes.
- Troubleshoot APIs, CRM, telephony, and cloud integrations.
- Create troubleshooting guides and operational documentation.
- Collaborate with cross-functional teams on issue resolution.
- Drive automation and continuous operational improvements
- NICE CXone certifications.
- AWS/Azure cloud certifications.
- Experience with Amazon Connect or other CCaaS platforms.
- Knowledge of Python, PowerShell, or Bash.
- Experience with ServiceNow and Jira.
- Familiarity with AI productivity tools such as GitHub Copilot or ChatGPT.
About the company
Miratech provides IT services and consulting to large global enterprises. Its work includes digital product engineering and customer experience design, helping companies accelerate their technology goals through complex digital transformation projects. The company emphasizes delivering projects on time and within budget, aided by a culture called “Relentless Performance.” It stands out from competitors due to its long history dating back to the Soviet era, its specialization in serving Fortune 500 companies, and its private funding-driven expansion, including a minority stake from Horizon Capital and IFC backing aimed at scaling the business and growing Ukraine’s IT job market. Miratech’s goal is to expand globally while creating more jobs in Ukraine’s technology sector and continuing to help large organizations implement large-scale digital programs.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
New York City, New York
Founded
1989
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Simplify's Take
What believers are saying
- Genesys named Miratech 2025 North America Partner of the Year on March 31, 2026.
- Bandwidth and Miratech still co-sell global contact-center migrations, widening pipeline opportunities.
- Miratech added Mark Page and Israel Ismail in June and September 2026.
What critics are saying
- Ukraine headquarters faces wartime disruption risk, and service delivery depends on that geography.
- Genesys and Bandwidth concentration leaves Miratech exposed if partner ecosystems shift in 2027.
- AI-native service rivals compress margins, forcing Miratech into lower-value implementation work.
What makes Miratech unique
- Miratech pairs Ukraine engineering with global CX specialization, evidenced by Genesys awards in 2026.
- It has 343 open roles and 1,123 employees, signaling scaled delivery capability.
- Its 2026 leadership hires in finance, legal, and marketing support enterprise expansion.
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Benefits
- Remote Work Options
- Flexible Work Hours
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Sick Leave
- Paid Holidays
- 401(k) Retirement Plan
- 401(k) Company Match
- Stock Options
- Company Equity