Contact Center Operations Engineer
Johnson Controls · Toronto · CA$90,000–CA$115,000 (stated in the posting)
Job Description
What You will do
Are you looking for a role where you can help keep critical contact center systems running reliably for the business? This role supports the day-to-day operation of our global contact center platforms, helping ensure incidents, service requests, and operational tasks are handled with ownership, urgency, and care.
You will work with the Nice CXone suite of omnichannel ACD and IVR capabilities, along with related contact center tools such as Workforce Engagement, Feedback Management, Performance Management, Interaction Analytics, and Artificial Intelligence. This is an operational role focused on keeping the environment stable, improving service quality, and reducing repeat issues through effective problem management. You do not need to be a deep Nice expert on day one, but you should bring 3–5 years of relevant contact center technology experience and a willingness to keep learning.
How you will do it
- Monitor and support daily operation of contact center platforms, including Nice CXone and associated capabilities.
- Triage, troubleshoot, and resolve incidents, service requests, and operational tasks within agreed service expectations.
- Partner with engineering, operations, vendors, and business teams to restore service quickly and communicate clearly during operational issues.
- Perform problem management activities by identifying recurring tickets, investigating root causes, and helping reduce repeat incidents.
- Maintain accurate ticket updates, documentation, knowledge articles, and operational runbooks.
- Support routine platform administration, configuration updates, reporting requests, and health-check activities.
- Build strong working relationships with business partners and make operational information understandable to non-technical audiences.
- Be an inclusive, supportive teammate who takes ownership and follows through.
- This is an operational support role focused on stability and service quality; it is not a design or architecture role.
What we look for
Required
- 3–5 years of experience supporting contact center technology in an operational, production support, or service management role.
- Hands-on experience with Nice CXone
- Experience managing incidents, service requests, operational tasks, and ticket queues using IT service management practices.
- Ability to troubleshoot production issues, identify patterns, and contribute to problem management activities that reduce repeat tickets.
- Curiosity, follow-through, and a practical interest in improving operational stability and user experience.
- Bachelor’s degree plus confirmed knowledge or experience, or equivalent experience.
- Ability to communicate clearly with technical teams, vendors, and business partners during normal operations and service-impacting events.
- Ability to establish relationships with resources who report to different managers and work effectively across teams.
HIRING SALARY RANGE: $90,000 - $115,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.