Telephony Engineer - NICE CXone

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

Job summary

A leading organization is looking for a Tier 3 Engineering Support professional with extensive experience in NICE CXone to join their technology team. This role requires deep technical expertise and strong problem-solving skills to ensure optimal system performance and enhance customer satisfaction. The ideal candidate will mentor junior staff and collaborate across teams to resolve complex issues effectively.

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.
• Familiarity with CRM systems and CX tools is advantageous.

Responsibilities

• Deliver expert-level troubleshooting for escalated technical issues regarding NICE CXone.
• Collaborate with clients to resolve platform functionality and performance issues.
• Support Tier 1 and Tier 2 teams for effective incident resolution.

Skills

Troubleshooting

Technical Support

System Monitoring

Performance Tuning

Networking

Communication

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.