IT Support Engineer (Senior / Tier 3 / SME)

About the Role

The Support Engineer is a technical subject-matter expert for enterprise contact center platforms, including NICE CXone, telephony, routing, and integrations. This role handles complex incident resolution, root cause analysis, and maintains platform reliability in a 24/7 environment. It acts as the final escalation point for high-impact issues, focusing on platform engineering and continuous improvement to enhance system stability and reduce incidents. The position supports a large-scale CCaaS transformation, ensuring reliable, scalable contact center services that impact member access, workflows, and customer experience.

Responsibilities

• Provide technical advice, develop, implement, and maintain IT infrastructure solutions.
• Apply current knowledge, follow procedures, collaborate cross-functionally, and communicate progress.
• Leverage DEVOPS, Waterfall, and Agile practices to design and deliver resilient, secure, multi-channel solutions.
• Translate business needs into technical specifications, review documentation, and ensure standards adherence.
• Collaborate with IT teams, evaluate system options, and recommend improvements.
• Serve as liaison with business partners and architects to define strategies and ensure scalable, maintainable designs.

Requirements

• Bachelor’s degree in Computer Science, CIS, or related field, with at least three years of experience in IT operations, systems development, or networking.
• Equivalent work experience may substitute for the degree.