Support Engineer

Job Description

Support Engineer

Job Summary

The Support Engineer acts as a technical subject matter expert for enterprise contact center platforms, including NICE CXone and related telephony, routing, and integration components. This role resolves complex incidents, leads root cause analysis, and ensures platform reliability in a 24/7 support environment. As the final escalation point after Tier 1 and Tier 2 triage, the position focuses on high-impact issues, platform engineering, and continuous improvement to enhance system stability and reduce incident recurrence. The role supports a large-scale CCaaS transformation, enabling reliable, scalable, and integrated contact center services that directly impact member access, clinical workflows, and customer experience outcomes.

Responsibilities

• Serve as the final technical escalation point for complex P0/P1 incidents on enterprise contact center platforms.
• Troubleshoot and resolve issues across telephony, routing, integrations, and related components.
• Lead and document root cause analysis (RCA) for major incidents and recurring issues.
• Collaborate with engineering and operations teams to improve platform stability and performance.
• Support continuous improvement initiatives to reduce incident volume and recurrence.
• Contribute to platform engineering efforts for CCaaS transformation and optimization.
• Work within ITIL-based processes for Incident, Problem, Change, and Knowledge Management.
• Utilize monitoring, alerting, and logging tools to proactively identify and address issues.
• Diagnose performance and scalability issues in complex, distributed environments.
• Maintain documentation, knowledge articles, and operational runbooks.

Requirements

• Bachelor s degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 7+ years of experience in IT support, contact center platforms, or voice engineering.
• Hands-on experience supporting enterprise contact center platforms (e.G., NICE CXone, Genesys, Five9).
• Strong troubleshooting skills in complex, distributed systems environments.
• Experience working within ITIL-based ITSM frameworks (Incident, Problem, Change).
• Knowledge of cloud-based SaaS platforms and architectures.
• Experience working in 24/7 operations environments.
• Familiarity with ServiceNow or equivalent ITSM platforms.
• Excellent analytical, communication, and documentation skills.

Skills

• Expertise with NICE CXone components (ACD, Studio, Reporting, Administration, Performance Management).
• Contact center technologies, including IVR design and routing, and omnichannel (voice, chat, SMS, email).
• Workforce Management (WFM) tools and concepts.
• Telephony and networking fundamentals: SIP, VoIP, PSTN, QoS.
• API integrations and middleware troubleshooting.
• Strong incident troubleshooting techniques and RCA methodologies.
• Use of monitoring, alerting, and logging tools for proactive issue detection.
• Application of ITIL disciplines: Incident, Problem, Change, and Knowledge Management.
• Ability to diagnose and resolve performance and scalability issues.

Summary Qualification

• Proven track record supporting large-scale enterprise contact center platforms.
• Deep technical expertise in NICE CXone and related contact center technologies.
• Extensive experience in ITIL-based ITSM environments and 24/7 operations.
• Strong background in telephony, networking, and cloud-based SaaS architectures.
• Ability to lead complex incident resolution and drive root cause analysis and remediation.
• Certification in NICE CXone, ITIL, cloud platforms (AWS, Azure), or networking/voice (e.G., Cisco, CCNP Collaboration) preferred.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.