Platform Engineer

Please reference position Platform Engineer in the subject line of email.

National Fuel is seeking a Platform Engineer for an outstanding career opportunity in our Information Technology department at our Williamsville, NY headquarters. National Fuel is proud to have an inclusive workplace where hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

• Provide Tier 1–3 support for the NICE CXOne platform, resolving incidents related to call flows, IVR logic, routing, digital channels, user profiles, and platform performance.
• Monitor NICE CXOne system health, communication paths, call distribution, and operational performance.
• Troubleshoot issues involving SIP, VoIP, and network-related communication flows in collaboration with Network Engineering.
• Serve as a liaison with NICE for escalations, root-cause investigations, and platform issue resolution.
• Develop, maintain, and optimize NICE CXOne workflows, IVR scripts, call routing design, and digital channel configurations.
• Support the expansion of NICE CXOne functionality (e.g., omnichannel, self-service features, reporting components).
• Integrate NICE CXOne with National Fuel’s customer-facing platforms, including web/mobile systems, CRM/CIS applications, Service Now, SAP/Peoplesoft, and M365.
• Support API-based integrations, data exchanges, and automated workflows to streamline customer interactions.
• Maintain strong internal documentation covering workflows, routing logic, system configurations, troubleshooting procedures, and integration points.
• Contribute to IT’s ongoing operational excellence by identifying improvement opportunities, implementing system optimizations, and participating in quality assurance and testing initiatives.
• Work with Information Security to ensure timely patching, secure configurations, and compliance with corporate standards.
• Engage in agile or iterative development processes to support enhancements and new NICE CXOne-driven capabilities.

• Bachelors degree in Computer Science, IT, or related field
• Experience supporting or administering NICE CXOne or a similar cloud-based contact center platform
• Strong analytical, troubleshooting, and communication abilities, knowledge of call routing, IVR design, contact center workflows, and customer communication technologies.
• Working understanding of VoIP, SIP, network fundamentals, and cloud communication paths.
• Experience with platform integrations using APIs, web services, or middleware.
• Ability to collaborate with cross-functional teams including developers, business analysts, network engineers, and service desk teams.

• Experience with Azure, M365, cloud-based communication tools, Service Now or ITIL-aligned support processes
• Scripting, automation, or workflow development experience in CX platforms

National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today. We are dedicated to the communities in which we live, work, and have 2,000+ employees in Western NY and Northwest PA. National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded and promotion from within is supported.

We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.

The base salary range for this position is $80,000 – $100,000

This job posting contains a pay range, which represents the range of pay that National Fuel believes, in good faith, at the time of this posting that it might be willing to pay for the posted job. The specific base pay offered to a successful applicant will be based primarily on relevant professional experience. Other components that may be considered include: individual qualifications, licensures, industry specific experience, education and market demands for specialized skills.

The pay range is subject to change at any time based on various internal and external…