Support Engineer

About the role

Serve as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone. Resolve complex incidents and lead root cause analysis (RCA). Ensure platform reliability in a 24/7 support environment. Act as the final escalation point for high-impact P0/P1 issues. Drive platform engineering and continuous improvement initiatives. Provide expert technical advice on IT infrastructure and set technical direction for solutions.

Responsibilities

• Resolve complex incidents and lead root cause analysis (RCA)
• Ensure platform reliability in a 24/7 support environment
• Act as the final escalation point for high-impact P0/P1 issues
• Drive platform engineering and continuous improvement initiatives
• Provide expert technical advice on IT infrastructure and set technical direction for solutions

Requirements

• Minimum two (2) years in a technical leadership role
• Bachelor's degree in Computer Science, CIS, or a related field, or equivalent work experience
• Minimum eight (8) years experience in an IT operations environment with technical experience in distributed technologies, systems development, and/or networking
• Deep expertise in enterprise contact center platforms, preferably NICE CXone
• Ability to troubleshoot complex systems and collaborate with IT teams
• Experience with DEVOPS, Waterfall, and Agile practices

Qualifications

Opportunity to support a large-scale CCaaS transformation. Impact critical member access, clinical workflows, and customer experience outcomes. Mentorship opportunities for junior team members. Collaboration with business leaders, solutions architects, and enterprise architects.