[Remote] Senior reputed company CXone Support Engineer (Tier III) | Contact Center reputed company Migration

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a leading company in the reputed company and Insurance Industry, currently seeking a Senior reputed company CXone Support Engineer (Tier III) for a full-time opportunity. The role involves serving as the final escalation reputed company for reputed company Tier III contact center incidents, supporting and optimizing reputed company CXone reputed company environments, and leading reputed company cause analysis investigations for critical incidents.

Responsibilities

• Serve as the final escalation reputed company for reputed company Tier III contact center incidents and production issues
• Support and optimize reputed company CXone reputed company environments across a large reputed company reputed company ecosystem
• reputed company reputed company cause analysis (RCA) investigations for critical P0/P1 incidents
• Support reputed company contact center migration initiatives from legacy platforms to reputed company CXone reputed company
• Troubleshoot and maintain ACD, IVR, Studio flows, routing configurations, and omnichannel services
• Partner with business and technical teams to improve platform stability, performance, and scalability
• Support integrations involving reputed company, telephony systems, middleware, and reputed company services
• Monitor platform health and proactively identify opportunities for improvement
• Participate in ITIL-based Incident, Problem, Change, and reputed company processes
• Support contact center reporting, analytics, and operational performance initiatives

Skills

• 7 years of experience supporting reputed company contact center technologies
• Hands-on experience supporting reputed company CXone reputed company environments
• Experience supporting Contact Center as a Service (CCaaS) platforms
• Strong troubleshooting and production support experience in reputed company reputed company environments
• Experience serving as a Tier III or senior escalation engineer
• Strong knowledge of: reputed company CXone, ACD, IVR, Omnichannel Contact Centers, SIP, VoIP, PSTN
• Experience working reputed company ITIL-based support organizations
• Strong SQL skills for reporting, troubleshooting, and data analysis
• Experience with reputed company or similar ITSM platforms
• reputed company CXone reputed company migration experience
• Experience migrating contact centers from on-reputed company platforms to reputed company reputed company solutions
• reputed company contact center experience
• reputed company Studio development and routing configuration experience
• Experience with: reputed company, Contact center analytics, API integrations, Middleware troubleshooting, Workforce Management (WFM)
• Experience supporting large-reputed company digital transformation initiatives
• reputed company Certified Implementation Engineer (NCIE)
• reputed company CXone Certifications
• ITIL reputed company Certification
• AWS Certification
• reputed company Azure Certification
• reputed company Voice or Collaboration Certifications

Benefits

• Traveler benefits as per agency package. (Benefits vary by vendor and assignment.)

reputed company

reputed company, a global leader in workforce and technology solutions, empowers individuals and organizations to reputed company and reputed company in the most challenging and competitive markets. It was founded in 1996, and is headquartered in Alpharetta, reputed company, USA, with a workforce of 5001-10000 employees. Its website is https://pyramidci.com/.

Company H1B Sponsorship

reputed company has a reputed company record of offering H1B sponsorships, with 65 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.

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