Technical Engineer, Customer Experience

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

What will you do?

Which technologies? We support Nice CXone suite of omnichannel ACD and IVR and complementing it with Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics and Artificial Intelligence. You will work with a team of call center engineering peers to deliver rock solid technical operations for our Global Contact Centers. The role will also be required to cross-skill into the collaboration space, predominantly using the Microsoft M365 suite of products

How will you do it?

Support tier 2 through 4 operational incidents and service requests

Enjoy technical discussions within the team proposing solutions and alternatives

Be comfortable being mentored by peers

Build healthy relationships with our business partners

Make technology understandable to end-users

Be an inclusive, supportive teammate

What are we looking for?

Required

Most important is the ability to work as a team, share knowledge and deliver solutions without boundaries

1 years’ experience in IT, Contact Center Technology and / or Collaboration technologies

1 year experience with Nice CXone Technology as an Engineer or in a support role (nice to have but training will be provided if not)

Curiosity and an interest in problem solving

Experience troubleshooting VoIP and Call Center issues

Bachelor’s degree plus confirmed knowledge of experience, or equivalent experience.

Ability to communicate with a diverse audience

What do we offer?

Comprehensive benefits package.

Opportunities for professional growth and development.

Supportive and inclusive work environment.

Commitment to work-life balance and employee well-being.

Engagement in meaningful projects that make a difference.

We appreciate that a job description is a wish-list and we encourage candidates to apply even if they don’t believe they tick every box. A career is an evolution and if you are the right candidate to develop into this role, your leadership will provide mentoring to help you fill the gaps and reach your potential.

Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.