Telephony Engineer - NICE CXone

JR United Kingdom; Gloucester; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading organization seeks an experienced Telephony Engineer to join its technology team. This role focuses on resolving complex technical issues related to the NICE CXone platform, ensuring optimal system performance, and mentoring junior staff. Ideal candidates will have a deep technical expertise and the ability to manage multiple priorities in a customer-focused environment.

Qualifications

• 5+ years in a technical support or engineering role.
• In-depth experience with NICE CXone is required.
• Strong skills in system monitoring and troubleshooting.

Responsibilities

• Deliver expert-level troubleshooting for NICE CXone platform issues.
• Mentor Tier 1 and Tier 2 teams during incident resolution.
• Conduct root cause analysis and improve platform stability.

Skills

Technical Support

Troubleshooting

Performance Tuning

Communication

Job description

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Telephony Engineer - NICE CXone, gloucester

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Client:

Location:

gloucester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

Location: Remote in the UK

Role type: Contract or Perm

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.