> Markdown version of [/jobs/ext/1451915-senior-it-support-engineer-tier-3-sme-nice-cxone](https://www.wearedevelopers.com/jobs/ext/1451915-senior-it-support-engineer-tier-3-sme-nice-cxone). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

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# Senior IT Support Engineer, Tier 3 / SME - NICE CXone

- **Company:** Bright Vision Technologies
- **Location:** Greensboro, NC, United States
- **Experience:** Expert
- **Salary:** $121,000.0 - $177,900.0
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Cloud Computing, DevOps, Information Technology Operations, Systems Development Life Cycle, System Availability, Information Technology, 3-tier Architectures
- **Published:** July 26, 2026
- **Apply:** https://www.careerjet.com/jobad/us5809aa04c90035e29710bf14432abe08

## About the Role

* NICE CXone experience required.
 * 8+ years of experience in IT operations, distributed technologies, systems development, networking, or related areas.
 * 2+ years in a technical leadership role, with or without direct reports.
 * Bachelor's degree in Computer Science, CIS, or a related field; equivalent experience may substitute for the degree requirement.

## Description

We are seeking a Senior IT Support Engineer / Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. This role is the final escalation point after Tier 1 and Tier 2 support and will focus on complex incident resolution, P0/P1 issues, Root Cause Analysis (RCA), platform reliability, and continuous improvement in a 24/7 environment.
Key Responsibilities

 * Serve as a technical SME for NICE CXone, telephony, routing, and integration technologies.
 * Troubleshoot complex systems and serve as the final escalation point for critical incidents.
 * Lead RCA and initiatives to improve platform stability and reduce recurring incidents.
 * Provide technical expertise in IT infrastructure planning, engineering, architecture, and system design.
 * Translate business and functional requirements into technical specifications.
 * Collaborate with architects, software engineers, business partners, and IT teams.
 * Support cloud, on-premise, and hybrid infrastructure solutions using DevOps, Agile, and Waterfall methodologies.
 * Lead technical projects, review system designs and documentation, and ensure adherence to architecture standards.
 * Mentor technical resources and provide guidance throughout the system development lifecycle.
 * Evaluate technology trends, infrastructure needs, resources, risks, costs, and benefits., Please note, this position is designated as flexible, which means the selected candidate may be required to report to the assigned office in Greensboro, NC at least part of the tim…
 + 8 days ago, The Support Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integrat…
 + 16 days ago
+


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