Senior IT Support Engineer NICE CXone

Salary: $98000 - 136000 per year Requirements: We require at least 2 years of experience in a technical leadership capacity, with or without direct reports. We require a bachelors degree in Computer Science, CIS, or a related discipline, plus at least 8 years of experience in an IT operations environment with technical exposure to distributed technologies, systems development, and/or networking. We may consider equivalent work experience in place of the degree requirement. Responsibilities: We act as the final escalation point for complex, high-impact P0/P1 incidents after Tier 1 and Tier 2 triage. We resolve difficult technical issues and lead root cause analysis to improve platform reliability and reduce repeat incidents. We provide expert guidance on enterprise contact center platforms, including NICE CXone, telephony, routing, and integration components. We define technical direction for infrastructure solutions and advise project teams throughout the system development lifecycle. We assess infrastructure strategy implications and recommend options, risks, costs, and benefits for system designs. We partner with architects, engineers, analysts, and other IT teams to convert business needs into scalable, maintainable technical designs. We translate business, functional, and non-functional requirements into technical specifications for complex infrastructure systems. We ensure solutions align with our architecture standards and document detailed service guidelines, processes, and procedures. We mentor technical team members and support knowledge growth across infrastructure development and implementation. We review technical specifications, evaluate benchmarking data, and identify opportunities to improve service levels, ROI, and future capacity. We guide physical architecture design for new initiatives and support continuous improvement efforts across the platform. We work in a 24/7 support environment supporting a large-scale CCaaS transformation that strengthens member access, clinical workflows, and customer experience outcomes. Technologies: Cloud DevOps Support More: We are supporting a senior Support Engineer role focused on enterprise contact center platforms and related telephony, routing, and integration technologies. This position is central to our large-scale CCaaS transformation and helps ensure reliable, scalable, and integrated contact center services across the enterprise. The work directly supports member access, clinical workflows, and customer experience, while also involving platform engineering, DevOps, Waterfall, and Agile practices to build resilient, secure, high-volume cloud-based solutions. last updated 28 week of 2026