[Remote] Senior NICE CXone Support Engineer (Tier III) | Contact Center Cloud Migration

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.ResponsibilitiesServe as the final escalation point for complex Tier III contact center incidents and production issuesSupport and optimize NICE CXone cloud environments across a large enterprise healthcare ecosystemLead root cause analysis (RCA) investigations for critical P0/P1 incidentsSupport enterprise contact center migration initiatives from legacy platforms to NICE CXone cloudTroubleshoot and maintain ACD, IVR, Studio flows, routing configurations, and omnichannel servicesPartner with business and technical teams to improve platform stability, performance, and scalabilitySupport integrations involving APIs, telephony systems, middleware, and cloud servicesMonitor platform health and proactively identify opportunities for improvementParticipate in ITIL-based Incident, Problem, Change, and Knowledge Management processesSupport contact center reporting, analytics, and operational performance initiativesSkills7 years of experience supporting enterprise contact center technologiesHands-on experience supporting NICE CXone cloud environmentsExperience supporting Contact Center as a Service (CCaaS) platformsStrong troubleshooting and production support experience in complex enterprise environmentsExperience serving as a Tier III or senior escalation engineerStrong knowledge of: NICE CXone, ACD, IVR, Omnichannel Contact Centers, SIP, VoIP, PSTNExperience working within ITIL-based support organizationsStrong SQL skills for reporting, troubleshooting, and data analysisExperience with ServiceNow or similar ITSM platformsNICE CXone cloud migration experienceExperience migrating contact centers from on-premise platforms to NICE cloud solutionsHealthcare contact center experienceNICE Studio development and routing configuration experienceExperience with: Databricks, Contact center analytics, API integrations, Middleware troubleshooting, Workforce Management (WFM)Experience supporting large-scale digital transformation initiativesNICE Certified Implementation Engineer (NCIE)NICE CXone CertificationsITIL Foundation CertificationAWS CertificationMicrosoft Azure CertificationCisco Voice or Collaboration CertificationsBenefitsTraveler benefits as per agency package. (Benefits vary by vendor and assignment.)Company OverviewPyramid Consulting, a global leader in workforce and technology solutions, empowers individuals and organizations to transform and thrive in the most challenging and competitive markets. It was founded in 1996, and is headquartered in Alpharetta, Georgia, USA, with a workforce of 5001-10000 employees. Its website is https://pyramidci.com/.Company H1B SponsorshipPyramid Consulting, Inc has a track record of offering H1B sponsorships, with 29 in 2026, 178 in 2025, 112 in 2024, 95 in 2023, 62 in 2022, 50 in 2021, 117 in 2020. Please note that this does not guarantee sponsorship for this specific role.