NICE CXone Senior IT Support Engineer - Tier 3 SME

brightvisiontechnologies

Greensboro (NC)

On-site

USD 121,000 - 177,900

Full time

14 days+

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Job summary

Bright Vision Technologies in Greensboro, NC is seeking a Senior IT Support Engineer, Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. The role is the final escalation point after Tier 1 and 2 support and focuses on complex incident resolution, RCA, and platform reliability in a 24/7 environment.

The ideal candidate has 8+ years in IT operations, distributed technologies, networking, and a background in technical leadership.

Qualifications

8+ years of experience in IT operations, distributed technologies, systems development, networking, or related areas.
2+ years in a technical leadership role, with or without direct reports.
Bachelor's degree in Computer Science, CIS, or a related field; equivalent experience may substitute for the degree requirement.

Responsibilities

Serve as a technical SME for NICE CXone, telephony, routing, and integration technologies.
Troubleshoot complex systems and serve as the final escalation point for critical incidents.
Lead RCA and initiatives to improve platform stability and reduce recurring incidents.
Provide technical expertise in IT infrastructure planning, engineering, architecture, and system design.
Translate business and functional requirements into technical specifications.
Collaborate with architects, software engineers, business partners, and IT teams.
Support cloud, on-premise, and hybrid infrastructure solutions using DevOps, Agile, and Waterfall methodologies.
Lead technical projects, review system designs and documentation, and ensure adherence to architecture standards.
Mentor technical resources and provide guidance throughout the system development lifecycle.
Evaluate technology trends, infrastructure needs, resources, risks, costs, and benefits.