Senior IT Support (NICECXone) Engineer Tier 3

This position functions as the highest level of escalation after Tier 1 and Tier 2 support, with a focus on critical P0/P1 incidents, platform support, system optimization, and continuous improvement efforts aimed at reducing repeat issues and improving overall platform performance. The role requires strong hands-on experience supporting cloud-based contact center platforms in complex enterprise environments.

Do you have experience in Workforce management?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent hands-on experience

• 7+ years of experience in IT support, contact center technologies, voice engineering, or related technical support environments
• Required: strong hands-on experience supporting NICE CXone in an enterprise environment
• Experience supporting complex contact center ecosystems, including telephony, routing, integrations, and incident management
• Strong troubleshooting skills in distributed systems and production support environments
• Experience working within ITIL-based ITSM processes, including Incident, Problem, and Change Management, * NICE CXone expertise is mandatory, including experience with:
• ACD
• Studio
• Reporting
• Administration
• Performance Management
• Advanced troubleshooting and support experience with:
• IVR design and routing
• Omnichannel platforms including voice, chat, SMS, and email
• Workforce Management (WFM)
• API integrations and middleware support
• Strong understanding of telephony and networking fundamentals, including:
• SIP
• VoIP
• PSTN
• QoS
• Experience performing root cause analysis and driving permanent issue resolution
• Experience with monitoring, alerting, and logging tools
• Ability to diagnose platform performance, stability, and scalability issues
• Experience supporting cloud-based SaaS applications and architectures
• Experience working in a 24/7 production support environment
• Experience with ServiceNow or similar ITSM platforms, * Experience supporting other enterprise contact center technologies is a plus, but NICE CXone experience is required
• Strong knowledge of ITIL disciplines, including Incident, Problem, Change, and Knowledge Management
• Experience partnering with infrastructure, networking, application, and business support teams in enterprise environments

Preferred Certifications

• NICE CXone certifications, such as NCIE or similar
• ITIL Foundation or higher
• AWS or Azure certifications
• Cisco, CCNP Collaboration, or other voice/network certifications

3.83.8 out of 5 stars Remote $160,000 - $166,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Retirement plan
• Dental insurance, * 401(k)
• Dental insurance
• Retirement plan