Senior Platform Engineer

Job Description

The Platform Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. This role is responsible for resolving complex incidents, leading root cause analysis (RCA), and ensuring platform reliability across a 24/7 support environment. This position operates as the final escalation point following Tier 1 and Tier 2 triage, focusing on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives to improve system stability and reduce incident recurrence. This role is critical to supporting a large-scale CCaaS transformation enabling reliable, scalable, and integrated contact center services across the enterprise, directly impacting member access, clinical workflows, and customer experience outcomes.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

7+ years of hands-on experience in IT engineering, contact center platforms, or voice engineering

Strong, hands-on NICE CXone experience across configuration, administration, and advanced troubleshooting

Deep experience with contact center technologies: IVR design and routing, Omnichannel (voice, chat, SMS, email), Workforce Management (WFM)

Proven experience working in Tier 3 / escalation environments, owning P0/P1 incidents

Solid understanding of telephony and networking fundamentals: SIP, VoIP, PSTN, call flows

Hands-on experience working within ITIL-based incident management environments (Incident, Problem, Change)

Strong ability to identify, diagnose, and resolve performance, reliability, and scalability issues

Experience with API/integration troubleshooting and data flow debugging

Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience) Experience supporting omnichannel environments (voice, chat, SMS, email)

Exposure to WFM tools (IEX, etc.)

Experience with cloud/SaaS platforms (AWS, Azure)

Experience with ServiceNow or similar ITSM tool

Any of the following certifications: NICE CXone (NCIE or similar), ITIL, Cloud certifications (AWS/Azure), Voice/networking certifications (Cisco, CCNP, etc.)