What are the responsibilities and job description for the Senior IT Support Engineer, Tier 3/SME – NICE CXone position at Techvantage Software?
We are seeking an experienced Senior IT Support Engineer, Tier 3/SME – NICE CXone to support enterprise contact center platforms in a mission-critical environment. This role serves as the highest technical escalation point for complex production issues while ensuring platform reliability, stability, and continuous improvement across a large-scale enterprise.
The ideal candidate has extensive experience with NICE CXone, enterprise contact center technologies, IT infrastructure, and technical leadership in a 24/7 production support environment.
Key Responsibilities- Provide Tier 3 support and serve as the technical Subject Matter Expert (SME) for NICE CXone and enterprise contact center platforms.
- Resolve critical P0/P1 production incidents and perform root cause analysis (RCA).
- Design, implement, and maintain reliable enterprise infrastructure solutions.
- Collaborate with architecture, engineering, operations, and business teams.
- Support cloud-based, high-volume, multi-channel contact center environments.
- Develop and maintain technical documentation, standards, and best practices.
- Mentor junior engineers and provide technical leadership across project teams.
- Drive continuous improvement initiatives to enhance platform stability and performance.
- Bachelor's degree in Computer Science, CIS, or a related field (or equivalent experience).
- 8 years of experience in IT Operations, Systems Development, Distributed Technologies, or Networking.
- 2 years in a technical leadership role.
- Hands-on experience with NICE CXone and enterprise contact center platforms.
- Strong knowledge of IT infrastructure, troubleshooting, and enterprise support.
- Experience with cloud technologies and enterprise platform engineering.
- NICE CXone Administration & Support
- Contact Center Technologies (CCaaS)
- DevOps
- Agile & Waterfall methodologies
- Cloud Platforms
- IT Infrastructure Engineering
- Networking
- Root Cause Analysis (RCA)
- Technical Documentation
- Enterprise Support
- Technical Leadership
- Competitive salary: $121,000 – $177,900 annually
- Work with one of the largest healthcare organizations in the United States.
- Opportunity to support enterprise-scale contact center transformation initiatives.
- Collaborative environment with opportunities for technical leadership and career growth.
If you have strong experience with NICE CXone, enterprise IT infrastructure, and technical leadership, we'd love to hear from you.
- Please submit your updated resume for consideration.
Salary : $121,000 - $177,900