Alapaka Teja

2+ years of work experience

Jan 20242 yrs 9 mosPresent

Provide production support and administration for an enterprise NICE CXone contact center environment, ensuring platform availability and operational stability. Perform daily health checks and production monitoring to proactively identify platform, routing, agent, and voice-related issues. Administer NICE CXone users, agent profiles, roles, permissions, skills, campaigns, queues, and user assignments based on approved business requirements. Create, modify, test, and validate NICE CXone Studio call flows, IVR functionality, and routing logic. Analyze CXone Studio traces to investigate call-routing failures, unexpected call-flow behavior, and production incidents. Perform end-to-end inbound and outbound call-flow validation following deployments, configuration changes, and production releases. Troubleshoot MAX Agent login, connectivity, session, and agent application issues. Investigate voice-related incidents including one-way audio, no audio, call-quality degradation, headset issues, and agent connectivity problems. Validate customer interaction recordings through NICE CXone Interaction Hub and investigate recording-related issues. Test IVR, skill-based routing, call transfer, hold, conference, mute, disconnect, and recording scenarios to ensure expected functionality. Manage and resolve production incidents and service requests within defined SLA targets, documenting investigation findings and resolution details. Support change management and release activities, including impact validation, UAT, deployment verification, post-release testing, and production monitoring. Participate in Agile sprint activities, user-story validation, functional testing, and UAT for contact center enhancements. Collaborate with business stakeholders, QA, developers, infrastructure teams, and other support teams to troubleshoot cross-functional production issues.