This rolesupports 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 withthe Nice CXone suite of omnichannel ACD and IVRcapabilities, along with related contact center tools such asWorkforce Engagement, Feedback Management, Performance Management, Interaction Analytics,and Artificial Intelligence.This is an operational role focused on keeping the environment secure, improving service quality, and reducing repeat issues through effective problem management. 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. Build strong working relationships with business partners and make operational information understandable to non-technical audiences. This is an operational support role focused on stability and service quality; 3–5 years of experience supporting contact center technology in an operational, production support, or service management role. ~ 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. ~ 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 marketdata.) Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates.

For details, please visit the About Us tab on Johnson Controls Careers site at Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. If you are an individual with a disability and you require an accommodation during the application process, please visit here. #

📌 Contact Center Operations Engineer (Onsite) (Toronto)
🏢 Johnson Controls
📍 Toronto