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. By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners.