Senior It Support Engineer Tier Sme

• Job Type: Full-Time

• Employment Status: Regular

• Travel: None

• Work Arrangement: Onsite Greensboro, NC

The Senior IT Support Engineer serves as the technical Subject Matter Expert (SME) for enterprise contact center platforms, including NICE CXone and related telephony, routing, and integration technologies. This role is responsible for resolving complex technical issues, leading root cause analysis (RCA), and ensuring the reliability and performance of critical contact center infrastructure within a 24/7 production support environment.

As the final escalation point after Tier 1 and Tier 2 support, this position focuses on high-impact P0/P1 incidents, platform engineering, and continuous improvement initiatives that enhance system stability and minimize recurring issues. This role is instrumental in supporting an enterprise-wide CCaaS transformation that delivers scalable, resilient, and integrated contact center services.

• Serve as the Tier 3 escalation point for enterprise contact center platforms, primarily NICE CXone.

• Diagnose and resolve complex production issues affecting business-critical services.

• Lead root cause analysis (RCA) and implement preventive solutions to reduce incident recurrence.

• Design, support, and maintain secure, resilient, cloud-based contact center infrastructure.

• Partner with architects, software engineers, operations teams, and business stakeholders to deliver scalable infrastructure solutions.

• Translate business and technical requirements into maintainable infrastructure designs.

• Ensure infrastructure solutions align with enterprise architecture standards and best practices.

• Provide technical leadership during implementation, upgrades, and ongoing platform support.

• Develop and maintain technical standards, operational procedures, and system documentation.

• Mentor junior engineers and provide technical guidance across project teams.

• Evaluate emerging technologies and recommend infrastructure improvements that optimize reliability, scalability, and return on investment.

• Support DevOps, Agile, and Waterfall methodologies throughout the infrastructure lifecycle.

• Participate in planning, benchmarking, capacity management, and continuous service improvement initiatives.

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.

• Minimum of 8 years of experience supporting enterprise IT infrastructure, distributed systems, networking, or systems engineering.

• Minimum of 2 years of experience in a technical leadership role, with or without direct reports.

• Strong expertise supporting NICE CXone or enterprise Contact Center as a Service (CCaaS) platforms.

• Experience supporting high-volume, mission-critical production environments.

• Demonstrated experience handling P0/P1 incidents and leading root cause analysis.

• Strong understanding of enterprise telephony, routing, IVR, and cloud-based contact center technologies.

• Excellent troubleshooting, communication, and cross-functional collaboration skills.

• Experience with cloud infrastructure (AWS, Azure, or similar).

• Familiarity with DevOps practices, ITIL, Agile, and Waterfall methodologies.

• Experience integrating contact center platforms with enterprise applications and services.

• Previous experience mentoring engineers and serving as a technical SME on large-scale initiatives.