Sr IT Support Engineer - Contact Center Platforms

RESPONSIBILITIES:
Kforce has a client in Greenwood Village, CO that is seeking a Senior IT Support Engineer (Tier 3) - Contact Center Platforms

Summary:
We are seeking a highly skilled Senior IT Support Engineer (Tier 3) to join our client on a permanent basis, to serve as a technical subject matter expert supporting enterprise contact center platforms. This role plays a critical part in ensuring the reliability, scalability, and performance of our modern contact center environment, with a strong focus on NICE CXone and integrated telephony and routing systems.

As a senior escalation point, you will handle the most complex, high-impact incidents, lead root cause analysis efforts, and drive continuous improvements across a 24/7 operations environment. This role goes beyond support-partnering closely with engineering and operations teams to enhance system stability, reduce recurring issues, and support ongoing transformation initiatives.

You will be instrumental in advancing our Contact Center as a Service (CCaaS) platform, helping to deliver seamless, reliable experiences that directly support customer engagement, operational workflows, and business outcomes across the enterprise.

Responsibilities:
* Serve as the final escalation point for Tier 1 and Tier 2 support teams, resolving critical (P0/P1) incidents
* Lead root cause analysis (RCA) and drive long-term remediation efforts
* Support and optimize enterprise contact center platforms, including NICE CXone
* Troubleshoot complex issues across distributed systems, telephony, and integrations
* Partner with cross-functional teams to improve platform reliability and performance
* Contribute to continuous improvement initiatives to reduce incident recurrence
* Support a 24/7 environment, ensuring high availability and operational excellence

REQUIREMENTS:
* Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
* 7+ years of experience in IT support, contact center platforms, or voice engineering
* Hands-on experience supporting enterprise contact center platforms (e.g., NICE CXone, Genesys, Five9)
* Strong troubleshooting experience within complex, distributed systems environments
* Experience working within IT service management frameworks (incident, problem, and change management)
* Advanced troubleshooting and root cause analysis capabilities
* Experience diagnosing performance, scalability, and system reliability issues
* Strong understanding of cloud-based SaaS platforms and architectures
* Familiarity with monitoring, alerting, and logging tools
* Experience working in fast-paced, 24/7 operations environments

Preferred Skills & Experience:
* NICE CXone expertise, including: ACD, Studio, reporting, administration, and performance management
* Experience with enterprise IT service management tools (e.g., ServiceNow)
* Knowledge of ITIL best practices (incident, problem, change, knowledge management)

Contact center technologies:
* IVR design and routing
* Omnichannel support (voice, chat, SMS, email)
* Workforce Management (WFM)
* Telephony and networking fundamentals: SIP, VoIP, PSTN, QoS
* API integrations and middleware troubleshooting

Preferred Certifications:
* NICE CXone certifications (e.g., NICE Certified Implementation Engineer - NCIE)
* ITIL Foundation (or higher)
* Cloud certifications (AWS or Azure)
* Networking or voice certifications (e.g., Cisco, CCNP Collaboration)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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