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Bridgepointe Technologies · 1 day ago

Lead NiCE CCaaS Senior Engineer

United States

Full-time

Remote

Senior Level, Lead/Staff

7+ years exp

Bridgepointe Technologies is a strategic partner in IT services and infrastructure, recognized as a Great Place to Work. They are seeking a Lead NiCE CCaaS Senior Engineer to act as a technical authority for complex escalations, providing advanced troubleshooting and engaging with enterprise customers to ensure optimal platform performance.

Cloud ManagementConsultingCyber SecurityInformation TechnologyService Industry

Responsibilities

Act as the senior-most technical escalation point for the NiCE 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

Qualification

NiCE CCaaS platformNiCE CoreCore+ CertificationsAPI debuggingNetwork analysisCloud infrastructureCommunication skillsMentoring team members

Required

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

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