Looking for a job

Alapaka Teja

@alapakateja

Message

I support enterprise NICE CXone contact center operations, validating call flows and resolving production incidents.

India

Message

What I'm looking for

I’m looking to support reliable, business-critical contact center platforms where I can strengthen NICE CXone administration, production support, call-flow validation, and incident management skills.

At VSM Infotech, I support the Alight enterprise contact center production environment using NICE CXone. I perform daily health checks, monitor platform stability, and resolve incidents and service requests within SLA targets.

I configure user profiles, roles, skills, campaigns, agent profiles, and user assignments based on business requirements. I also create and modify NICE CXone Studio call flows and investigate routing issues through Studio trace analysis.

I validate inbound and outbound calls, IVR functionality, recordings in Interaction Hub, and post-deployment production changes. My testing covers call transfer, hold, conference, mute, disconnect, routing, and audio scenarios.

I work with business stakeholders, QA teams, and developers during Agile sprints, UAT, and production releases. I’m focused on reliable contact center operations and business-critical platform stability.

Experience

Work history, roles, and key accomplishments

Current

NICE CXone Support Engineer

Current

VSM Infotech Pvt. Ltd.

Jan 2024 - Present (2 years 8 months)

Provided production support for NICE CXone contact center solutions, including incident management, service requests, and change management. Performed daily health checks, validated call flows, and troubleshot routing and audio issues.