Senior IT Support Engineer, Tier 3 / SME – NICE CXone

Bright Vision Technologies is a forward-thinking software development company dedicated to building innovative solutions that help businesses automate and optimize their operations. We leverage cutting-edge technologies to create scalable, secure, and user-friendly applications.

About the role

We are seeking a Senior IT Support Engineer / Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. This role is the final escalation point after Tier 1 and Tier 2 support and will focus on complex incident resolution, P0/P1 issues, Root Cause Analysis (RCA), platform reliability, and continuous improvement in a 24/7 environment.

Responsibilities

• Serve as a technical SME for NICE CXone, telephony, routing, and integration technologies
• Troubleshoot complex systems and serve as the final escalation point for critical incidents
• Lead RCA and initiatives to improve platform stability and reduce recurring incidents
• Provide technical expertise in IT infrastructure planning, engineering, architecture, and system design
• Translate business and functional requirements into technical specifications
• Collaborate with architects, software engineers, business partners, and IT teams
• Support cloud, on-premise, and hybrid infrastructure solutions using DevOps, Agile, and Waterfall methodologies
• Lead technical projects, review system designs and documentation, and ensure adherence to architecture standards
• Mentor technical resources and provide guidance throughout the system development lifecycle
• Evaluate technology trends, infrastructure needs, resources, risks, costs, and benefits

Requirements

• NICE CXone experience required
• 8+ years of experience in IT operations, distributed technologies, systems development, networking, or related areas
• 2+ years in a technical leadership role, with or without direct reports
• Bachelor's degree in Computer Science, CIS, or a related field; equivalent experience may substitute for the degree requirement

Pay

$121,000 – $177,900/year

Location: Greensboro, NC (onsite)