Senior IT Support Engineer; Tier 3​/SME – CXone

Senior IT Support Engineer (Tier 3 / SME – NICE CXone)

The Senior IT Support Engineer serves as a Subject Matter Expert (SME) for enterprise contact center platforms, with a primary focus on NICE CXone, modern cloud contact center (CCaaS) architecture, telephony, routing, and integrated components.

Functioning as the final escalation point for Tier 1 and Tier 2 support teams, you will lead root cause analysis (RCA), resolve high-impact P0/P1 incidents, and drive continuous platform improvement to reduce recurring issues across a 24/7 enterprise support environment. In this role, you will play a critical part in a large-scale CCaaS transformation—ensuring resilient, high-availability, multi-channel contact center services that directly impact business operations, member access, and customer outcomes.

• SME Escalation:
  Serve as the final technical escalation point for complex, high-severity (P0/P1) incidents involving NICE CXone, telephony, routing, and contact center integrations.
• Root Cause Analysis (RCA):
  Lead post-incident reviews and RCAs to identify underlying failures, implement permanent fixes, and prevent recurrence.
• Platform Reliability:
  Monitor, maintain, and optimize system stability, ensuring high availability for multi-channel, high-volume contact center operations.

• Technical Guidance:
  Provide expert advice on IT infrastructure planning, systems design, and cloud telephony architecture for assigned enterprise platforms.
• Requirements Translation:
  Collaborate with Business Analysts and Enterprise Architects to convert complex business and functional requirements into scalable, secure, and maintainable technical specifications.
• Standard Alignment:
  Ensure all system modifications, integrations, and deployments strictly adhere to enterprise architecture standards, security protocols, and Dev Ops practices across Agile and Waterfall frameworks.

• Project & Technical Leadership:
  Guide project teams throughout all phases of the System Development Lifecycle (SDLC), defining standards, procedures, and implementation plans.
• Cross-Functional Partnership:
  Work closely with cross-functional IT teams (database, network, operations, security) and business leaders to align infrastructure solutions with organizational goals.
• Mentorship:
  Provide coaching, technical guidance, and peer mentorship to junior support engineers and technical staff.

• Experience:
  
  Minimum of 8 years in an IT operations environment, with direct technical experience in distributed technologies, systems development, cloud telephony, and/or networking.
• Leadership
  
  Experience:
  
  Minimum of 2 years in a technical leadership capacity (leading projects, initiatives, or peer teams, with or without direct reports).
• Education:
  
  Bachelor's degree in Computer Science, Computer Information Systems (CIS), or a related field. (Equivalent relevant work experience may be substituted in lieu of a degree).

• NICE CXone:
  Deep technical expertise and hands-on SME experience configuring, troubleshooting, and supporting NICE CXone CCaaS environments.
• CCaaS & Telephony Infrastructure:
  Advanced understanding of enterprise contact center architecture, SIP/telephony, call routing, CTI integrations, and multi-channel support solutions.
• Incident Management:
  Proven track record managing high-impact P0/P1 outages and leading technical RCA processes in high-transaction, 24/7 environments.

• Onsite Expectation:
  This position requires full-time onsite presence at our facility in Greensboro, NC.
• Travel Requirements:
  None (0%).