[Hiring] Contact Center Telephony Engineer @Pyramid Consulting

Role Description

Immediate need for a talented Contact Center Telephony Engineer – NICE CXone | CCaaS Migration. This is a Fulltime opportunity with long-term potential and is located in North Carolina (Remote).

Key Responsibilities:

• Support and optimize enterprise contact center platforms with a strong focus on NICE CXone
• Serve as a technical escalation point for production issues, outages, and complex incidents
• Troubleshoot routing, call flow, telephony, and integration issues
• Support migration activities from on-premise contact center environments to NICE cloud
• Partner with business stakeholders, implementation teams, and vendor partners during rollout and support
• Analyze contact center data, generate reports, and support operational decision-making
• Use SQL and Databricks for reporting, validation, and data analysis
• Contribute to root cause analysis, platform improvements, and ongoing stability efforts

Qualifications

• Strong hands-on experience with NICE CXone in a cloud environment
• Experience supporting contact center or call center technologies
• Experience with contact center migrations from on-premise to cloud
• Strong SQL skills
• Experience working with Databricks
• Familiarity with ACD, IVR, routing, and omnichannel contact center environments
• Strong troubleshooting and incident resolution skills
• Experience in a 24/7 support or enterprise production environment
• Healthcare call center experience
• NICE CXone certification
• Experience with NICE Expert, NICE QM, or NICE Nexidia
• ITIL/ServiceNow experience
• Knowledge of telephony concepts such as SIP, VoIP, and PSTN
• Experience supporting enterprise reporting and dashboarding

Benefits

• Pay Range: $136000 - $151000/annum
• Traveler benefits as per agency package (Benefits vary by vendor and assignment)

Company Description

Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar fulltime positions.