Senior Support Engineer - Enterprise CCaaS & RCA

Wollborg Michelson Recruiting; San Rafael (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Wollborg Michelson Recruiting is seeking a Support Engineer to act as a technical expert for enterprise contact center platforms. This role involves resolving complex incidents and leading root cause analysis while ensuring platform reliability in a 24/7 support environment.

Ideal candidates have 7+ years' experience, strong troubleshooting skills, and a Bachelor's degree in a related field. Experience with NICE CXone and ITIL-based frameworks is highly desirable.

Qualifications

• 7+ years of experience in IT support, contact center platforms, or voice engineering.
• Hands-on experience with enterprise contact center platforms.
• Strong troubleshooting skills in complex distributed systems.

Responsibilities

• Serve as the final technical escalation point for complex incidents.
• Collaborate with teams to improve platform stability.
• Utilize monitoring tools to proactively identify issues.

Skills

Expertise with NICE CXone components

Contact center technologies

Workforce Management tools

Telephony and networking fundamentals

API integrations and middleware troubleshooting

Incident troubleshooting techniques

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow or equivalent ITSM platforms

Job description

Wollborg Michelson Recruiting is seeking a Support Engineer to act as a technical expert for enterprise contact center platforms. This role involves resolving complex incidents and leading root cause analysis while ensuring platform reliability in a 24/7 support environment.

Ideal candidates have 7+ years' experience, strong troubleshooting skills, and a Bachelor's degree in a related field. Experience with NICE CXone and ITIL-based frameworks is highly desirable.