[Hiring] Senior NICE CXone Support Engineer @Pyramid Consulting

Role Description

Immediate need for a talented Senior NICE CXone Support Engineer (Tier III) | Contact Center Cloud Migration—North Carolina. This is a Fulltime opportunity with long-term potential and is located in North Carolina (Remote).

Key Responsibilities:

• Serve as the final escalation point for complex Tier III contact center incidents and production issues
• Support and optimize NICE CXone cloud environments across a large enterprise healthcare ecosystem
• Lead root cause analysis (RCA) investigations for critical P0/P1 incidents
• Support enterprise contact center migration initiatives from legacy platforms to NICE CXone cloud
• Troubleshoot and maintain ACD, IVR, Studio flows, routing configurations, and omnichannel services
• Partner with business and technical teams to improve platform stability, performance, and scalability
• Support integrations involving APIs, telephony systems, middleware, and cloud services
• Monitor platform health and proactively identify opportunities for improvement
• Participate in ITIL-based Incident, Problem, Change, and Knowledge Management processes
• Support contact center reporting, analytics, and operational performance initiatives

Qualifications

• 7 years of experience supporting enterprise contact center technologies
• Hands-on experience supporting NICE CXone cloud environments
• Experience supporting Contact Center as a Service (CCaaS) platforms
• Strong troubleshooting and production support experience in complex enterprise environments
• Experience serving as a Tier III or senior escalation engineer
• Strong knowledge of NICE CXone, ACD, IVR, Omnichannel Contact Centers, SIP, VoIP, PSTN
• Experience working within ITIL-based support organizations
• Strong SQL skills for reporting, troubleshooting, and data analysis
• Experience with ServiceNow or similar ITSM platforms
• NICE CXone cloud migration experience
• Experience migrating contact centers from on-premise platforms to NICE cloud solutions
• Healthcare contact center experience
• NICE Studio development and routing configuration experience
• Experience with Databricks, contact center analytics, API integrations, middleware troubleshooting, Workforce Management (WFM)
• Experience supporting large-scale digital transformation initiatives

Requirements

• Preferred NICE Technologies: NICE CXone, NICE Expert, NICE QM, NICE Nexidia, NICE Performance Management
• Preferred Certifications: NICE Certified Implementation Engineer (NCIE), NICE CXone Certifications, ITIL Foundation Certification, AWS Certification, Microsoft Azure Certification, Cisco Voice or Collaboration Certifications

Benefits

• Pay Range: $150,000 - $176,000/annum
• Traveler benefits as per agency package (Benefits vary by vendor and assignment)