Senior IT Support Engineer

Senior IT Support Engineer (Tier 3 / SME – NICE CXone) Location: Greensboro, NC (Onsite) Job Type: Full-Time / Regular Department: Engineering / Architecture Compensation: $121,000 – $177,900 / year + Annual Bonus Incentive Relocation: No relocation assistance available Sponsorship: Visa sponsorship is not available. Position Overview The Senior IT Support Engineer serves as a Subject Matter Expert (SME) for enterprise contact center platforms, with a primary focus on NICE CXone , modern cloud contact center (CCaaS) architecture, telephony, routing, and integrated components. Functioning as the final escalation point for Tier 1 and Tier 2 support teams, you will lead root cause analysis (RCA), resolve high-impact P0/P1 incidents, and drive continuous platform improvement to reduce recurring issues across a 24/7 enterprise support environment. In this role, you will play a critical part in a large-scale CCaaS transformation—ensuring resilient, high-availability, multi-channel contact center services that directly impact business operations, member access, and customer outcomes. Key Responsibilities Tier 3 Escalations & Operational Excellence SME Escalation: Serve as the final technical escalation point for complex, high-severity (P0/P1) incidents involving NICE CXone, telephony, routing, and contact center integrations. Root Cause Analysis (RCA): Lead post-incident reviews and RCAs to identify underlying failures, implement permanent fixes, and prevent recurrence. Platform Reliability: Monitor, maintain, and optimize system stability, ensuring high availability for multi-channel, high-volume contact center operations. Engineering, Architecture & Design Consultation Technical Guidance: Provide expert advice on IT infrastructure planning, systems design, and cloud telephony architecture for assigned enterprise platforms. Requirements Translation: Collaborate with Business Analysts and Enterprise Architects to convert complex business and functional requirements into scalable, secure, and maintainable technical specifications. Standard Alignment: Ensure all system modifications, integrations, and deployments strictly adhere to enterprise architecture standards, security protocols, and DevOps practices across Agile and Waterfall frameworks. Leadership, Collaboration & Mentorship Project & Technical Leadership: Guide project teams throughout all phases of the System Development Lifecycle (SDLC), defining standards, procedures, and implementation plans. Cross-Functional Partnership: Work closely with cross-functional IT teams (database, network, operations, security) and business leaders to align infrastructure solutions with organizational goals. Mentorship: Provide coaching, technical guidance, and peer mentorship to junior support engineers and technical staff. Qualifications & Skills Minimum Qualifications Experience: Minimum of 8 years in an IT operations environment, with direct technical experience in distributed technologies, systems development, cloud telephony, and/or networking. Leadership Experience: Minimum of 2 years in a technical leadership capacity (leading projects, initiatives, or peer teams, with or without direct reports). Education: Bachelor’s degree in Computer Science, Computer Information Systems (CIS), or a related field. (Equivalent relevant work experience may be substituted in lieu of a degree). Must-Have Core Expertise NICE CXone: Deep technical expertise and hands‑on SME experience configuring, troubleshooting, and supporting NICE CXone CCaaS environments. CCaaS & Telephony Infrastructure: Advanced understanding of enterprise contact center architecture, SIP/telephony, call routing, CTI integrations, and multi‑channel support solutions. Incident Management: Proven track record managing high-impact P0/P1 outages and leading technical RCA processes in high‑transaction, 24/7 environments. Work Environment & Physical Demands Onsite Expectation: This position requires full-time onsite presence at our facility in Greensboro, NC . Travel Requirements: None (0%). #J-18808-Ljbffr