Senior IT Support Engineer (Tier 3 / SME)

This position is designated as flexible and requires reporting to the assigned office in Greensboro, NC 3 days per week.

About the Role

The Support Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. This role is responsible for resolving complex incidents, leading root cause analysis (RCA), and ensuring platform reliability across a 24/7 support environment. As the final escalation point following Tier 1 and Tier 2 triage, this position focuses on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives to improve system stability and reduce incident recurrence. The role is critical to supporting a large-scale CCaaS transformation, enabling reliable, scalable, and integrated contact center services that directly impact member access, clinical workflows, and customer experience outcomes.

Responsibilities

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies; collaborating with others, often cross-functionally, to solve business problems; supporting priorities and expectations; communicating progress; identifying improvement opportunities; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships by sharing resources, information, and knowledge; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; and adapting to change, difficulties, and feedback.
• Leverages DevOps, Waterfall, and Agile practices to design, develop, and deliver resilient, secure, multi-channel, high-volume, high-transaction, on/off-premise, and cloud-based solutions.
• Develops or modifies solutions by identifying technical solutions to business problems.
• Collaborates with various IT teams (e.g., database, operations, technical support) throughout system development and implementation.
• Translates business, functional, and non-functional requirements into technical specifications that support integrated and sustainable designs for designated infrastructure systems.
• Reviews and updates technical specifications and documentation.
• Provides consultation and technical advice on IT infrastructure planning, engineering, and architecture for assigned systems.
• Assists in providing recommendations and input on options, risks, costs, and benefits for systems designs.
• Adheres to company architecture standards when developing system designs.
• Facilitates the maintenance and implementation of assigned enterprise infrastructure systems to ensure successful deployment and operation by developing and documenting detailed standards (e.g., guidelines, processes, procedures).
• Evaluates new service options, identifies issues and impacts, and informs recommendations on feasibility and ROI.
• Evaluates existing systems to recommend resources required to maintain service levels.
• Serves as a liaison with business partners, Solutions, and enterprise architects to help define and understand target strategies.
• Serves as a liaison with architects and software engineers to ensure functional specifications are converted into flexible, scalable, and maintainable designs.

Requirements

• Bachelor’s degree in Computer Science, CIS, or related field and minimum three (3) years of experience in an IT operations environment with technical experience in distributed technologies, systems development, and/or networking. Additional equivalent work experience may be substituted for the degree requirement.
• One (1) year of experience working with storage management software (preferred).
• Teradata certification(s) (preferred).

Pay

The pay range for this role is $40.81 - $52.77 per hour. Kaiser Permanente strives to offer a market-competitive total rewards package and is committed to pay equity and transparency. Actual base pay will be determined based on labor market data, internal alignment, and a candidate’s relevant work experience, education, certifications, skills, and geographic location.

Schedule

• Full-time, standard worker location.
• Scheduled weekly hours: 40.
• Shift: Day (Monday through Friday, 08:00 AM – 05:00 PM).