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The Role
Serve as the Tier 3 technical SME for NICE CXone contact center platforms, resolving P0/P1 incidents, leading root cause analysis, improving platform reliability, and guiding infrastructure architecture and integrations across cloud, on‑premise, and hybrid environments. Mentor teams, translate business requirements into technical designs, and lead technical projects and documentation.
Summary Generated by Built In
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.
Job Title: Senior IT Support Engineer, Tier 3 / SME – NICE CXone
Location: Greensboro, NC
Onsite
Salary: $121,000 – $177,900/year
Job Summary
We are seeking a Senior IT Support Engineer / Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. This role is the final escalation point after Tier 1 and Tier 2 support and will focus on complex incident resolution, P0/P1 issues, Root Cause Analysis (RCA), platform reliability, and continuous improvement in a 24/7 environment.
Key Responsibilities
Bright Vision Technologies, we are committed to equal employment opportunities and fostering an inclusive work environment. If you require accommodations during the recruitment process, please let us know.
Position offered by “No Fee agency.”
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.
Job Title: Senior IT Support Engineer, Tier 3 / SME – NICE CXone
Location: Greensboro, NC
Onsite
Salary: $121,000 – $177,900/year
Job Summary
We are seeking a Senior IT Support Engineer / Tier 3 SME with strong NICE CXone experience to serve as a technical expert for enterprise contact center platforms. This role is the final escalation point after Tier 1 and Tier 2 support and will focus on complex incident resolution, P0/P1 issues, Root Cause Analysis (RCA), platform reliability, and continuous improvement in a 24/7 environment.
Key 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.
- 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.
Bright Vision Technologies, we are committed to equal employment opportunities and fostering an inclusive work environment. If you require accommodations during the recruitment process, please let us know.
Position offered by “No Fee agency.”
Skills Required
- NICE CXone experience
- 8+ years of experience in IT operations, distributed technologies, systems development, or networking
- 2+ years in a technical leadership role (with or without direct reports)
- Bachelor's degree in Computer Science, CIS, or related field (or equivalent experience)
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The Company
What We Do
Bright Vision Technologies is a minority-owned organization founded in July 2020 and based in New Jersey, USA. The company specializes in delivering top-tier staffing and IT consulting services, including custom computer programming and systems design. Additionally, they are a product engineering firm with a flagship AI-powered talent intelligence and enterprise automation platform called Lumina, which helps transform IT into a strategic asset for their valued partners.
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