> Markdown version of [/jobs/ext/480278-senior-it-support-nicecxone-engineer-tier-3](https://www.wearedevelopers.com/jobs/ext/480278-senior-it-support-nicecxone-engineer-tier-3). 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).

---

# Senior IT Support (NICECXone) Engineer Tier 3

- **Company:** Wollborg Michelson Personnel Service Inc
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $160,000.0 - $166,000.0
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Microsoft Azure, VoIP, Program Optimization, Information Systems, Customer Interaction Management (Software), Distributed Systems, Middleware, Knowledge Management, Networking Basics, Routing, Public Switched Telephone Networks, Systems Integration, Data Logging, Information Technology, 3-tier Architectures, Api Management, Cisco, Servicenow
- **Published:** June 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=fccbde0b36cdeec8

## About the Role

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

## Description

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.


## Related Videos

- [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team)
- [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone)
- [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques)
- [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch)
- [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right)
- [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy)

## Related Articles

- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)