Senior IT Support Engineer, Tier 3 / SME – NICE CXone

Bright Vision Technologies•Greensboro, NC

2d•$121,000 - $177,900•Onsite

About The Position

Bright Vision Technologies is a forward-thinking software development company dedicated to building innovative solutions that help businesses automate and optimize their operations. 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.

Requirements

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.

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.