Telephony Engineer - NICE CXone

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

Job summary

A leading organization is looking for a Telephony Engineer specialized in NICE CXone to enhance customer satisfaction and system performance. This role focuses on resolving complex technical issues, mentoring support staff, and collaborating with clients and engineering teams for optimal system functionality.

Qualifications

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

Responsibilities

• Deliver expert-level troubleshooting for technical issues on NICE CXone platform.
• Support and mentor Tier 1 and Tier 2 support teams.
• Conduct root cause analysis and provide strategic recommendations.

Skills

Troubleshooting

Performance Tuning

System Monitoring

Communication

Interpersonal Skills

Tools

NICE CXone

CRM Systems

Job description

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Telephony Engineer - NICE CXone, Wakefield

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Client:

Location:

Wakefield, 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.