Contact Center Telephony Engineer – NICE CXone | CCaaS Migration

Pyramid Consulting, Inc

🇺🇸 United States

Remote

2 months ago

SQL
Databricks
ITIL
ServiceNow
SIP
VoIP

2 months ago

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Immediate need for a talentedContact Center Telephony Engineer – NICE CXone | CCaaS Migration. This is aFulltime opportunity with long-term potential and is located inNorth Carolina(Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID:26-19705

Pay Range: $136000 - $151000/annum. Traveler benefits as per agency package. (Benefits vary by vendor and assignment.)

Key Responsibilities:

Support and optimize enterprise contact center platforms with a strong focus on NICE CXone
Serve as a technical escalation point for production issues, outages, and complex incidents
Troubleshoot routing, call flow, telephony, and integration issues
Support migration activities from on-premise contact center environments to NICE cloud
Partner with business stakeholders, implementation teams, and vendor partners during rollout and support
Analyze contact center data, generate reports, and support operational decision-making
Use SQL and Databricks for reporting, validation, and data analysis
Contribute to root cause analysis, platform improvements, and ongoing stability efforts

Key Requirements and Technology Experience:

Strong hands-on experience with NICE CXone in a cloud environment
Experience supporting contact center or call center technologies
Experience with contact center migrations from on-premise to cloud
Strong SQL skills
Experience working with Databricks
Familiarity with ACD, IVR, routing, and omnichannel contact center environments
Strong troubleshooting and incident resolution skills
Experience in a 24/7 support or enterprise production environment
Healthcare call center experience
NICE CXone certification
Experience with NICE Expert, NICE QM, or NICE Nexidia
ITIL/ServiceNow experience
Knowledge of telephony concepts such as SIP, VoIP, and PSTN
Experience supporting enterprise reporting and dashboarding

Our client is a leadingHealthcare Industry, and we are currently interviewing to fill this and other similar fulltime positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Contact Center Telephony Engineer – NICE CXone | CCaaS Migration · Pyramid Consulting, Inc

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