What are the responsibilities and job description for the Senior IT Support Engineer, Tier 3 / SME – NICE CXone position at Bright Vision Technologies?
We leverage cutting-edge technologies to create scalable, secure, and user-friendly applications. As we continue to grow, we’re looking for a skilled Senior IT Support Engineer, Tier 3 / SME – NICE CXone to join our dynamic team and contribute to our mission of transforming business processes through technology.
This is a fantastic opportunity to join an established and well-respected organization offering tremendous career growth potential.
Job Title: Senior IT Support Engineer, Tier 3 / SME – NICE CXone
Location: Greensboro, NC
Onsite
Salary: $121,000 – $177,900/year
Job Summary
We are seeking a Senior IT Support Engineer / Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. This role is the final escalation point after Tier 1 and Tier 2 support and will focus on complex incident resolution, P0/P1 issues, Root Cause Analysis (RCA), platform reliability, and continuous improvement in a 24/7 environment.
Key Responsibilities
- Serve as a technical SME for NICE CXone, telephony, routing, and integration technologies.
- Troubleshoot complex systems and serve as the final escalation point for critical incidents.
- Lead RCA and initiatives to improve platform stability and reduce recurring incidents.
- Provide technical expertise in IT infrastructure planning, engineering, architecture, and system design.
- Translate business and functional requirements into technical specifications.
- Collaborate with architects, software engineers, business partners, and IT teams.
- Support cloud, on-premise, and hybrid infrastructure solutions using DevOps, Agile, and Waterfall methodologies.
- Lead technical projects, review system designs and documentation, and ensure adherence to architecture standards.
- Mentor technical resources and provide guidance throughout the system development lifecycle.
- Evaluate technology trends, infrastructure needs, resources, risks, costs, and benefits.
- NICE CXone experience required.
- 8 years of experience in IT operations, distributed technologies, systems development, networking, or related areas.
- 2 years in a technical leadership role, with or without direct reports.
- Bachelor's degree in Computer Science, CIS, or a related field; equivalent experience may substitute for the degree requirement.
Bright Vision Technologies, we are committed to equal employment opportunities and fostering an inclusive work environment. If you require accommodations during the recruitment process, please let us know.
Position offered by “No Fee agency.”
Equal Employment Opportunity (EEO) Statement
Bright Vision Technologies (BV Teck) is committed to equal employment opportunity (EEO) for all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected status as defined by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, training, compensation, promotion, transfer, leaves of absence, termination, layoffs, and recall.
BV Teck expressly prohibits any form of workplace harassment or discrimination. Any improper interference with employees' ability to perform their job duties may result in disciplinary action up to and including termination of employment.
Salary : $121,000 - $177,900