Note: The job is a remote job and is open to candidates in USA. Pyramid Consulting, Inc. is a leading company in the Healthcare and Insurance Industry, currently seeking a Senior NICE CXone Support Engineer (Tier III) for a full-time opportunity. The role involves serving as the final escalation point for complex Tier III contact center incidents, supporting and optimizing NICE CXone cloud environments, and leading root cause analysis investigations for critical incidents.

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

Skills

• 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
• NICE CXone cloud migration experience
• Experience migrating contact centers from on-premise platforms to NICE cloud solutions
• Healthcare contact center experience
• NICE Studio development and routing configuration experience
• Experience with: Databricks, Contact center analytics, API integrations, Middleware troubleshooting, Workforce Management (WFM)
• Experience supporting large-scale digital transformation initiatives
• NICE Certified Implementation Engineer (NCIE)
• NICE CXone Certifications
• ITIL Foundation Certification
• AWS Certification
• Microsoft Azure Certification
• Cisco Voice or Collaboration Certifications

Benefits

• Traveler benefits as per agency package. (Benefits vary by vendor and assignment.)

Company Overview

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