Contact Center Support Specialist

About BluIPBluIP® is a Tier1 global service provider and communications technology innovator. At BluIP, we don't rent our network. We own it. As a Tier1 cloud communications provider, we control our own infrastructure end-to-end — which means better reliability, lower latency, and a product playground most companies can only dream of. We are the leading provider of innovative telecommunications solutions and develop artificial intelligence and enterprise-grade telephony solutions for leaders in hospitality, restaurants, healthcare, small businesses, and the enterprise.BluIP's comprehensive suite of products includes the industry-disrupting, all-in-one artificial intelligence platform, AIVA Connect™, with modules that improve every customer interaction, streamline business processes, and provide in-depth business intelligence. Our mission is to connect the world with technology that inspires customer delight and business growth.We do our best work when the challenges are complicated and the outcomes are mission critical. Add our legendary white-glove service promise, and it's no wonder we are the most trusted and recognized in the industries we serve.

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About the RoleWe're looking for a hands-on, customer-focused Contact Center Support Specialist to join us onsite in Glendale, CA. In this role, you'll serve as the technical expert for our contact center platform, supporting the UCaaS & CCaaS solutions that power hotels, resorts, casinos, restaurants, and healthcare providers across the country.You'll manage, configure, and troubleshoot our cloud customer engagement software, act as a technical escalation point for production issues, and keep operations running smoothly for our clients and internal teams. If you thrive on solving complex problems in a mission-critical, 24/7 environment, we want to hear from you.
Key ResponsibilitiesSupport, configure, and optimize enterprise contact center platformsConfigure and maintain core capabilities: IVR, ACD, call routing strategies, digital channels, workforce optimization, quality management, and reportingBuild and update CXone Studio scripts, workflows, and automation/AI-driven engagement toolsServe as a technical escalation point for production issues, outages, and complex incidentsTroubleshoot routing, call flow, telephony, audio, API, and integration issuesSupport migration activities from on-premise contact center environments to NICE cloudManage platform releases, upgrades, testing, and production deploymentsPartner with business stakeholders, implementation teams, and vendor partners during rollout and ongoing supportAnalyze contact center data, generate reports, and support operational decision-makingUse SQL and Databricks for reporting, validation, and data analysisMonitor platform health, system performance, reliability, and daily call/usage metricsContribute to root cause analysis, platform improvements, and ongoing stability effortsIdentify opportunities for automation and process improvement
Required Skills & QualificationsBachelor's degree in computer science, information technology, or a related field2–3+ years of experience in cloud contact center administration or supportStrong hands-on experience with the NICE CXone cloud platform (including CXone Studio)Solid understanding of contact center fundamentals: ACD, IVR, routing, and omnichannel environmentsStrong SQL skills for reporting and analysisExperience with API integrations, CRM systems, and web servicesStrong troubleshooting, incident resolution, and remote technical support skillsClear communication and teamwork abilities
Preferred QualificationsExperience with DatabricksExperience supporting contact center migrations from on-premise to cloudExperience in a 24/7 support or enterprise production environmentHealthcare call center experienceNICE CXone certification (and/or CXone Studio certification)Experience with NICE Expert, NICE QM, or NICE NexidiaITIL / ServiceNow experienceKnowledge of telephony concepts such as SIP, VoIP, and PSTNExperience supporting enterprise reporting and dashboardingProficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio)
Ready to keep mission-critical communications running at their best? xzbcwsv Apply today and join the BluIP team.