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Technical Subject Matter Expert (Sme) For Enterprise Contact Center Platforms

This role serves as the definitive technical subject matter expert (SME) for enterprise contact center platforms, with a critical focus on NICE CXone and its associated telephony, routing, and integration components. As a senior technical authority, this individual will drive a large-scale CCaaS transformation that directly enables reliable, scalable, and integrated contact center services, ultimately optimizing end-user access and customer experience outcomes.

The position bridges the gap between high-level architectural planning and critical incident resolution across a 24/7 enterprise environment.

Enterprise Architecture & System Engineering:

• Serves as the functional expert, collaborating with architects and software engineers to convert business, functional, and non-functional requirements into scalable, maintainable technical specifications.
• Provides expert consultation on IT infrastructure planning, setting technical direction and assessing the implications of overarching IT strategies on infrastructure capabilities.
• Leverages Dev Ops, Agile, and Waterfall methodologies to design, develop, and deliver resilient, secure, high-volume cloud-based and on-premise solutions.
• Guides and drives the physical architecture design for new initiatives, ensuring all system designs adhere strictly to established enterprise architecture standards.
• Reviews and validates technical specifications and documentation for complex, multi-dimensional infrastructure solutions.
• Defines and oversees the documentation of detailed standards, guidelines, and procedures for the introduction and ongoing maintenance of enterprise services.
• Provides strategic recommendations regarding the options, risks, costs, and overarching benefits of proposed system designs.
• Leads the development and continuous modification of technical architectures by identifying targeted solutions to complex business problems.

Strategic Leadership & Project Management:

• Conducts and oversees business-specific projects by developing rigorous work plans, determining methodologies, and delegating resources to meet critical organizational deadlines.
• Practices self-leadership and mentors junior team members while promoting cross-functional learning, upward feedback, and continuous development across the IT engineering unit.
• Collaborates with business leaders, Solutions teams, and lead enterprise architects to review drivers and establish a robust foundation for enterprise systems planning.
• Benchmarks and evaluates emerging IT trends to identify ROI opportunities, providing leadership with actionable insights to support future infrastructure projects.
• Makes strategic recommendations on the resources required to maintain service levels and successfully meet evolving enterprise demands.
• Builds and leverages strategic partnerships with counterparts across IT operations, database teams, and business units to drive projects forward and troubleshoot complex systems collaboratively.

Technical Escalation & Platform Support:

• Operates as the final Tier 3 escalation point following initial triage, taking authoritative ownership of high-impact P0/P1 incidents.
• Leads complex root cause analysis (RCA) and troubleshooting initiatives to ensure uncompromising platform reliability across the enterprise.
• Drives continuous improvement initiatives and platform engineering efforts to enhance system stability and permanently reduce incident recurrence.

Required Qualifications & Additional Details:

• Minimum of eight years of proven experience in an IT operations environment, featuring strong technical expertise in distributed technologies, systems development, and enterprise networking.
• Minimum of two years functioning in a technical leadership capacity, successfully guiding initiatives with or without direct reports.
• Bachelor's degree in Computer Science, CIS, or a related discipline; equivalent professional work experience may be substituted in lieu of a degree.
• Demonstrated, hands-on mastery of the NICE CXone platform is strictly required.
• Availability to work fully onsite in Greensboro, NC.
• Please note that relocation assistance and work sponsorship are not available for this position.