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Senior NICE CXone Support Engineer (Tier III) | Contact Center Cloud Migration

Pyramid Consulting, Inc

Oakland, CA(remote)

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JOB DETAILS
SALARY
$150,000–$176,000 Per Year
SKILLS
Amazon Web Services (AWS), Application Programming Interface (API), Artificial Intelligence (AI), Automatic Call Distributor (ACD), Call Centers, Cisco Network Systems, Cloud Computing, Consulting, Data Analysis, Ecosystems, Health Insurance, Healthcare, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Knowledge Management, Microsoft Certifications, Microsoft Windows Azure, Middleware, NCIE - NetApp Certified Implementation Engineer, Operational Audit, PSTN (Public Switched Telephone Network), Performance Management, Production Support, Root Cause Analysis, SIP (Session Initiation Protocol), SQL (Structured Query Language), ServiceNow, Short Messaging Service (SMS), Technical Support, Telephony API (TAPI), Testing, VoIP (Voice over IP), Voice Response Systems, Workforce Management
LOCATION
Oakland, CA(remote)
POSTED
6 days ago
Immediate need for a talented Senior NICE CXone Support Engineer (Tier III) | Contact Center Cloud Migration. This is a Fulltime opportunity with long-term potential and is located in US (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-17636

Pay Range: $150000 - $176000/annum.  Traveler benefits as per agency package. (Benefits vary by vendor and assignment.)
 
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
Key Requirements and Technology Experience:
  • 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
  • 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
Our client is a leading Healthcare and Insurance 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, color, 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