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Senior IT Support Engineer, Tier 3/SME | Principal Cloud Systems Architect (NICE CXone & CCaaS)

Macpower Digital Assets Edge Private Limited

Greensboro, NC

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JOB DETAILS
SALARY
$121,000–$177,900 Per Year
SKILLS
Agile Programming Methodologies, Alliance/Partner Management, Architectural Design, Benchmarking, Call Centers, Cloud Architecture, Cloud Computing, Computer Science, Continuous Improvement, Cross-Functional, Customer Experience, DevOps, Distributed Computing, Enterprise Architecture, High Level Architecture (HLA), Identify Issues, Information Technology & Information Systems, Information Technology Consulting, Leadership, Mentoring, Process Improvement, Project Planning, Project/Program Management, Return on Investment (ROI), Root Cause Analysis, Software Architecture, Software Engineering, System Architecture, Systems Engineering, Technical Leadership, Technical Support, Technical Writing, Telephony, Time Management, Trend Analysis, Waterfall Model of Software Development
LOCATION
Greensboro, NC
POSTED
1 day ago
Position Overview: This role serves as the definitive technical subject matter expert (SME) for enterprise contact center platforms, with a critical focus on NICE CXone and its associated telephony, routing, and integration components. As a senior technical authority, this individual will drive a large-scale CCaaS transformation that directly enables reliable, scalable, and integrated contact center services, ultimately optimizing end-user access and customer experience outcomes. The position bridges the gap between high-level architectural planning and critical incident resolution across a 24/7 enterprise environment.
Enterprise Architecture & System Engineering:
  • Serves as the functional expert, collaborating with architects and software engineers to convert business, functional, and non-functional requirements into scalable, maintainable technical specifications.
  • Provides expert consultation on IT infrastructure planning, setting technical direction and assessing the implications of overarching IT strategies on infrastructure capabilities.
  • Leverages DevOps, Agile, and Waterfall methodologies to design, develop, and deliver resilient, secure, high-volume cloud-based and on-premise solutions.
  • Guides and drives the physical architecture design for new initiatives, ensuring all system designs adhere strictly to established enterprise architecture standards.
  • Reviews and validates technical specifications and documentation for complex, multi-dimensional infrastructure solutions.
  • Defines and oversees the documentation of detailed standards, guidelines, and procedures for the introduction and ongoing maintenance of enterprise services.
  • Provides strategic recommendations regarding the options, risks, costs, and overarching benefits of proposed system designs.
  • Leads the development and continuous modification of technical architectures by identifying targeted solutions to complex business problems.
Strategic Leadership & Project Management:
  • Conducts and oversees business-specific projects by developing rigorous work plans, determining methodologies, and delegating resources to meet critical organizational deadlines.
  • Practices self-leadership and mentors junior team members while promoting cross-functional learning, upward feedback, and continuous development across the IT engineering unit.
  • Collaborates with business leaders, Solutions teams, and lead enterprise architects to review drivers and establish a robust foundation for enterprise systems planning.
  • Benchmarks and evaluates emerging IT trends to identify ROI opportunities, providing leadership with actionable insights to support future infrastructure projects.
  • Makes strategic recommendations on the resources required to maintain service levels and successfully meet evolving enterprise demands.
  • Builds and leverages strategic partnerships with counterparts across IT operations, database teams, and business units to drive projects forward and troubleshoot complex systems collaboratively.
Technical Escalation & Platform Support:
  • Operates as the final Tier 3 escalation point following initial triage, taking authoritative ownership of high-impact P0/P1 incidents.
  • Leads complex root cause analysis (RCA) and troubleshooting initiatives to ensure uncompromising platform reliability across the enterprise.
  • Drives continuous improvement initiatives and platform engineering efforts to enhance system stability and permanently reduce incident recurrence.
Required Qualifications & Additional Details:
  • Minimum of eight years of proven experience in an IT operations environment, featuring strong technical expertise in distributed technologies, systems development, and enterprise networking.
  • Minimum of two years functioning in a technical leadership capacity, successfully guiding initiatives with or without direct reports.
  • Bachelor's degree in Computer Science, CIS, or a related discipline; equivalent professional work experience may be substituted in lieu of a degree.
  • Demonstrated, hands-on mastery of the NICE CXone platform is strictly required.
  • Availability to work fully onsite in Greensboro, NC.
  • Please note that relocation assistance and work sponsorship are not available for this position.

About the Company

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Macpower Digital Assets Edge Private Limited