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Senior IT Infrastructure Support Engineer, Tier 3/SME | Principal Cloud Systems Architect (NICE CXone & CCaaS)
Macpower Digital Assets Edge Private Limited
🇺🇸 United States
On-site
Staff / Principal
5 days ago
$121,000 – $177,900 / year
- Devops
- Agile
- Waterfall
- triage
5 days ago
Enterprise Architecture & System Engineering:
- Serves as the functional expert, collaborating with architects and software engineers to convert business, functional, and non-functional requirements into scalable, maintainable technical specifications.
- Provides expert consultation on IT infrastructure planning, setting technical direction and assessing the implications of overarching IT strategies on infrastructure capabilities.
- Leverages DevOps, Agile, and Waterfall methodologies to design, develop, and deliver resilient, secure, high-volume cloud-based and on-premise solutions.
- Guides and drives the physical architecture design for new initiatives, ensuring all system designs adhere strictly to established enterprise architecture standards.
- Reviews and validates technical specifications and documentation for complex, multi-dimensional infrastructure solutions.
- Defines and oversees the documentation of detailed standards, guidelines, and procedures for the introduction and ongoing maintenance of enterprise services.
- Provides strategic recommendations regarding the options, risks, costs, and overarching benefits of proposed system designs.
- Leads the development and continuous modification of technical architectures by identifying targeted solutions to complex business problems.
- Conducts and oversees business-specific projects by developing rigorous work plans, determining methodologies, and delegating resources to meet critical organizational deadlines.
- Practices self-leadership and mentors junior team members while promoting cross-functional learning, upward feedback, and continuous development across the IT engineering unit.
- Collaborates with business leaders, Solutions teams, and lead enterprise architects to review drivers and establish a robust foundation for enterprise systems planning.
- Benchmarks and evaluates emerging IT trends to identify ROI opportunities, providing leadership with actionable insights to support future infrastructure projects.
- Makes strategic recommendations on the resources required to maintain service levels and successfully meet evolving enterprise demands.
- Builds and leverages strategic partnerships with counterparts across IT operations, database teams, and business units to drive projects forward and troubleshoot complex systems collaboratively.
- Operates as the final Tier 3 escalation point following initial triage, taking authoritative ownership of high-impact P0/P1 incidents.
- Leads complex root cause analysis (RCA) and troubleshooting initiatives to ensure uncompromising platform reliability across the enterprise.
- Drives continuous improvement initiatives and platform engineering efforts to enhance system stability and permanently reduce incident recurrence.
- Minimum of eight years of proven experience in an IT operations environment, featuring strong technical expertise in distributed technologies, systems development, and enterprise networking.
- Minimum of two years functioning in a technical leadership capacity, successfully guiding initiatives with or without direct reports.
- Bachelor's degree in Computer Science, CIS, or a related discipline; equivalent professional work experience may be substituted in lieu of a degree.
- Demonstrated, hands-on mastery of the NICE CXone platform is strictly required.
- Availability to work fully onsite in Greensboro, NC.
- Please note that relocation assistance and work sponsorship are not available for this position.
Senior IT Infrastructure Support Engineer, Tier 3/SME | Principal Cloud Systems Architect (NICE CXone & CCaaS) · Macpower Digital Assets Edge Private Limited