Telephony Engineer - NICE CXone

Tier 3 Engineering Support - NICE CXone

Location: Remote in the UK

Role type: Contract or Perm

Salary/Rate: £40,000 per annum (Perm) or £300 per day (Inside IR35)

A leading organization is seeking an experienced Tier 3 Engineering Support professional to join its technology team.

This role is suited for an individual with deep technical expertise in NICE CXone and a passion for resolving complex technical issues in a dynamic, customer-focused environment.

The Tier 3 Engineer will serve as the final point of escalation for technical support and play a key role in ensuring optimal system performance and customer satisfaction.

Key Responsibilities:

• Deliver expert-level troubleshooting and resolution for complex, escalated technical issues related to the NICE CXone platform and associated systems.
• Collaborate directly with clients to investigate and resolve problems involving platform functionality, integrations, and performance.
• Support and mentor Tier 1 and Tier 2 teams to facilitate effective incident resolution and a smooth escalation process.
• Conduct root cause analysis and provide strategic recommendations to improve platform stability and prevent recurring issues.
• Partner with engineering and development teams to escalate software bugs or enhancement requests, and ensure timely resolutions.
• Develop and maintain internal documentation, knowledge base articles, and technical guides for internal and external stakeholders.
• Contribute to proactive initiatives aimed at enhancing platform performance, including monitoring, testing, and tuning.
• Stay informed about platform updates, new features, and evolving trends in customer experience technologies.
• Mentor junior support staff and promote knowledge sharing within the team.

Qualifications and Experience:

• 5+ years in a technical support or engineering role, with a focus on cloud-based solutions and contact center technologies.
• In-depth experience with NICE CXone, including setup, administration, integrations, and advanced troubleshooting.
• Proficiency in scripting (e.g., JavaScript, Python) and familiarity with APIs and web services (RESTful, SOAP).
• Strong skills in system monitoring, performance tuning, and troubleshooting in production environments.
• Solid grasp of cloud infrastructure, networking, and security principles.
• Excellent communication and interpersonal skills; capable of explaining technical concepts to diverse audiences.
• Familiarity with CRM systems, databases, and CX tools (e.g., voice, chat, IVR, WFM, ACD) is advantageous.
• Ability to manage multiple priorities in a high-pressure, fast-paced setting.