Telephony Engineer - NICE CXone

JR United Kingdom; Derby; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading organization in Derby is seeking a Tier 3 Engineering Support professional to join their technology team. The role demands deep technical expertise in NICE CXone, focusing on resolving complex issues while ensuring optimal system performance. The ideal candidate will have over 5 years of experience in technical support and will engage in mentoring junior staff while contributing to performance improvement initiatives.

Qualifications

• 5+ years in a technical support or engineering role focused on cloud-based solutions.
• In-depth experience with NICE CXone for setup, administration, and troubleshooting.
• Strong skills in system monitoring and performance tuning.

Responsibilities

• Deliver expert troubleshooting for technical issues related to NICE CXone.
• Collaborate with clients to resolve platform functionality problems.
• Mentor Tier 1 and Tier 2 teams to facilitate effective incident resolution.

Skills

Technical support

Troubleshooting

Performance tuning

Communication

Mentoring

Education

5+ years in technical support or engineering role

Tools

NICE CXone

CRM systems

Databases

CX tools (voice, chat, IVR)

Job description

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A leading organization is seeking an experienced Tier 3 Engineering Support professional to join its technology team.

This role is suited for an individual with deep technical expertise in NICE CXone and a passion for resolving complex technical issues in a dynamic, customer-focused environment.

The Tier 3 Engineer will serve as the final point of escalation for technical support and play a key role in ensuring optimal system performance and customer satisfaction.

Key Responsibilities:

• Deliver expert-level troubleshooting and resolution for complex, escalated technical issues related to the NICE CXone platform and associated systems.
• Collaborate directly with clients to investigate and resolve problems involving platform functionality, integrations, and performance.
• Support and mentor Tier 1 and Tier 2 teams to facilitate effective incident resolution and a smooth escalation process.
• Conduct root cause analysis and provide strategic recommendations to improve platform stability and prevent recurring issues.
• Partner with engineering and development teams to escalate software bugs or enhancement requests, and ensure timely resolutions.
• Develop and maintain internal documentation, knowledge base articles, and technical guides for internal and external stakeholders.
• Contribute to proactive initiatives aimed at enhancing platform performance, including monitoring, testing, and tuning.
• Stay informed about platform updates, new features, and evolving trends in customer experience technologies.
• Mentor junior support staff and promote knowledge sharing within the team.

Qualifications and Experience:

• 5+ years in a technical support or engineering role, with a focus on cloud-based solutions and contact center technologies.
• In-depth experience with NICE CXone, including setup, administration, integrations, and advanced troubleshooting.
• Strong skills in system monitoring, performance tuning, and troubleshooting in production environments.
• Solid grasp of cloud infrastructure, networking, and security principles.
• Excellent communication and interpersonal skills; capable of explaining technical concepts to diverse audiences.
• Familiarity with CRM systems, databases, and CX tools (e.g., voice, chat, IVR, WFM, ACD) is advantageous.
• Ability to manage multiple priorities in a high-pressure, fast-paced setting.