paycor
Solutions Consultant - NiCE CxOne
Bridgepointe Technologies
Remote, USA
Full Time, Contract
Senior Level
Remote
Discovered 1 weeks ago
Free
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- Act as the senior-most technical escalation point for the NiCE and CxOne CCaaS platform, driving resolution of high-severity and highly complex issues.
- Lead enterprise organizations through requirements gathering, platform strategy and configuration of the ACD/IVR.
- Perform advanced troubleshooting across routing logic, integrations, APIs, call flows, backend processes, and system performance.
- Coordinate with internal Program Management and Project Management teams in all communications internally and customer facing.
- Lead deep-dive diagnostics, log analysis, packet captures, and cross-environment replication for critical incidents.
- Interface directly with enterprise customers, owning communication and providing expert-level technical clarity.
- Partner closely with Engineering and Product teams to identify defects, validate fixes, and contribute to architectural improvements.
- Guide support engineers on best practices, tooling, troubleshooting frameworks, and platform expertise.
- Create and maintain advanced documentation, runbooks, and internal technical training resources.
- Contribute to platform reliability initiatives, including proactive monitoring strategies and incident prevention.
- Participate in an escalation rotation as the senior technical authority during major incidents.
- 7+ years in senior technical support, site reliability, platform engineering, or escalation engineering roles.
- NiCE Core and Core+ Certifications (NiCE CXone Mpower Certification)
- Expert-level knowledge of the NiCE CCaaS platform, including architecture, configuration, services, workflows, and integrations.
- Deep experience in: SIP/telephony and real-time communications API debugging and integration flows Network analysis (packet traces, traffic patterns, latency/throughput analysis) Log analysis and system-level debugging
- SIP/telephony and real-time communications
- API debugging and integration flows
- Network analysis (packet traces, traffic patterns, latency/throughput analysis)
- Log analysis and system-level debugging
- Proven ability to handle and resolve critical, highly technical escalations under pressure.
- Strong communication skills with both engineering teams and executive-level customers.
- Demonstrated ability to mentor team members and elevate overall technical performance.
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