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.
Skills
- Technical leadership experience
- Enterprise contact center platforms expertise, particularly NICE CXone
- Problem-solving and troubleshooting skills
- Collaboration and communication skills
- Experience with DEVOPS, Waterfall, and Agile practices
Benefits
Mentorship opportunities for junior team members. Collaboration with business leaders, solutions architects, and enterprise architects.
Pay
TBD
Schedule
TBD
Benefits
Mentorship opportunities for junior team members. Collaboration with business leaders, solutions architects, and enterprise architects.