Telephony Engineer - NICE CXone

JR United Kingdom; Norwich; Remote; GBP 55,000 - 75,000; Full time

Job summary

A leading organization in the UK is looking for a Telephony Engineer specializing in NICE CXone to provide Tier 3 support. The role involves addressing complex technical issues, mentoring junior staff, and collaborating with clients to enhance system performance. Candidates should have over five years of experience in technical support or engineering, focusing on cloud technology within contact centers.

Qualifications

• 5+ years in 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 performance monitoring and tuning.

Responsibilities

• Deliver expert troubleshooting and resolution for escalated technical issues.
• Collaborate with clients to resolve problems with platform functionality.
• Develop internal documentation and knowledge base articles for stakeholders.

Skills

Troubleshooting

Communication

Mentoring

Problem Solving

Tools

NICE CXone

CRM systems

Databases

Job description

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Telephony Engineer - NICE CXone, Norwich

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EU work permit required:

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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.