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

Location: Greensboro NC (Onsite)

Job Type: Full-Time / Regular

Department: Engineering / Architecture

Compensation: $121000 $177900 / year Annual Bonus Incentive

Relocation:No relocation assistance available

Sponsorship:Visa sponsorship is not available.

Position Overview

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 this role you will play a critical part in a large-scale CCaaS transformationensuring resilient high-availability multi-channel contact center services that directly impact business operations member access and customer outcomes.

Key Responsibilities

Tier 3 Escalations & Operational Excellence

• 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.

Engineering Architecture & Design Consultation

• 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 DevOps practices across Agile and Waterfall frameworks.

Leadership Collaboration & Mentorship

• 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.

Qualifications & Skills

Minimum Qualifications

• 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: Bachelors degree in Computer Science Computer Information Systems (CIS) or a related field. (Equivalent relevant work experience may be substituted in lieu of a degree).

Must-Have Core Expertise

• 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.

Work Environment & Physical Demands

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