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Contact Center Telephony Engineer NICE CXone | CCaaS Migration

Pyramid Consulting, Inc

Charlotte, NC(remote)

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JOB DETAILS
SALARY
$136,000–$151,000 Per Year
SKILLS
Artificial Intelligence (AI), Automatic Call Distributor (ACD), Call Center Telephony, Call Centers, Cloud Computing, Consulting, Data Analysis, Decision Support, Healthcare, ITIL (IT Infrastructure Library), Identify Issues, Operational Support, PSTN (Public Switched Telephone Network), Production Support, Production Systems, Reporting Dashboards, Reporting Skills, Root Cause Analysis, SIP (Session Initiation Protocol), SQL (Structured Query Language), ServiceNow, Short Messaging Service (SMS), Telephone Skills, Telephony, VoIP (Voice over IP), Voice Response Systems
LOCATION
Charlotte, NC(remote)
POSTED
4 days ago
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). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-19705

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

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
Key Requirements and Technology Experience:
  • 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
Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
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Pyramid Consulting, Inc