National Fuel Gas Company · 4 hours ago
Platform Engineer - Buffalo, NY
Williamsville, NY
Full-time
Onsite
Mid Level
$80K/yr - $100K/yrNational Fuel is a diversified energy company headquartered near Buffalo, NY, seeking a Platform Engineer for their Information Technology department. The role involves providing support for the NICE CXOne platform, monitoring system health, troubleshooting communication issues, and optimizing workflows and integrations.
EnergyOil and Gas
Responsibilities
Provide Tier 1–3 support for the NICE CXOne platform, resolving incidents related to call flows, IVR logic, routing, digital channels, user profiles, and platform performance
Monitor NICE CXOne system health, communication paths, call distribution, and operational performance
Troubleshoot issues involving SIP, VoIP, and network-related communication flows in collaboration with Network Engineering
Serve as a liaison with NICE for escalations, root-cause investigations, and platform issue resolution
Develop, maintain, and optimize NICE CXOne workflows, IVR scripts, call routing design, and digital channel configurations
Support the expansion of NICE CXOne functionality (e.g., omnichannel, self-service features, reporting components)
Integrate NICE CXOne with National Fuel’s customer-facing platforms, including web/mobile systems, CRM/CIS applications, ServiceNow, SAP/Peoplesoft, and M365
Support API-based integrations, data exchanges, and automated workflows to streamline customer interactions
Maintain strong internal documentation covering workflows, routing logic, system configurations, troubleshooting procedures, and integration points
Contribute to IT’s ongoing operational excellence by identifying improvement opportunities, implementing system optimizations, and participating in quality assurance and testing initiatives
Work with Information Security to ensure timely patching, secure configurations, and compliance with corporate standards
Engage in agile or iterative development processes to support enhancements and new NICE CXOne-driven capabilities
Qualification
Required
Bachelors degree in Computer Science, IT, or related field
Experience supporting or administering NICE CXOne or a similar cloud-based contact center platform
Strong analytical, troubleshooting, and communication abilities, knowledge of call routing, IVR design, contact center workflows, and customer communication technologies
Working understanding of VoIP, SIP, network fundamentals, and cloud communication paths
Experience with platform integrations using APIs, web services, or middleware
Ability to collaborate with cross-functional teams including developers, business analysts, network engineers, and service desk teams
Preferred
NICE CXOne certification(s)
Experience with Azure, M365, cloud-based communication tools, ServiceNow or ITIL-aligned support processes
Scripting, automation, or workflow development experience in CX platforms
Benefits
Medical and Prescription Drug Coverage
Paid Company Holidays
Dental Coverage
Parental Leave for Mothers and Fathers
Vision Coverage
Tuition Reimbursement
401(k) with Company Match
Life Insurance
Company Funded Retirement Savings Account
Long Term Disability Insurance
Flexible Work Schedule
Flexible Spending Account
Paid Time Off
Charitable Giving Programs
Company
National Fuel Gas Company
National Fuel Gas Company energy outlook is more promising than ever. Natural gas produced from shale is transforming the energy landscape.
Founded in 1913
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$350.27M2025-12-15Post Ipo Equity· $350M
2004-01-20Grant· $0.11M
2001-11-14Grant· $0.16M
Leadership Team
David Bauer
President and CEO
Jamie Weixlmann
Executive Secretary to Chief Financial Officer and Utility President
Recent News
2025-12-15
globallegalchronicle.com
2025-11-08
Company data provided by crunchbase