Contact Center Telephony Engineer – NICE CXone | CCaaS Migration.

Pyramid Consulting, Inc. is a leading company in the Healthcare Industry, currently seeking a Contact Center Telephony Engineer with expertise in NICE CXone and CCaaS Migration. The role involves supporting and optimizing contact center platforms, troubleshooting issues, and collaborating with various stakeholders during migration activities.

Responsibilities:

• Support and optimize enterprise contact center platforms with a strong focus on NICE CXone
• Serve as a technical escalation point for production issues, outages, and complex incidents
• Troubleshoot routing, call flow, telephony, and integration issues
• Support migration activities from on-premise contact center environments to NICE cloud
• Partner with business stakeholders, implementation teams, and vendor partners during rollout and support
• Analyze contact center data, generate reports, and support operational decision-making
• Use SQL and Databricks for reporting, validation, and data analysis
• Contribute to root cause analysis, platform improvements, and ongoing stability efforts

Requirements:

• Strong hands-on experience with NICE CXone in a cloud environment
• Experience supporting contact center or call center technologies
• Experience with contact center migrations from on-premise to cloud
• Strong SQL skills
• Experience working with Databricks
• Familiarity with ACD, IVR, routing, and omnichannel contact center environments
• Strong troubleshooting and incident resolution skills
• Experience in a 24/7 support or enterprise production environment
• Knowledge of telephony concepts such as SIP, VoIP, and PSTN
• Experience supporting enterprise reporting and dashboarding
• Healthcare call center experience
• NICE CXone certification
• Experience with NICE Expert, NICE QM, or NICE Nexidia
• ITIL/ServiceNow experience