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For Companies At a Glance
- Tasks: Resolve complex technical issues and support clients using NICE CXone.
- Company: Join a leading organisation focused on customer experience technology.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: Be the go-to expert in a dynamic environment, making a real impact on customer satisfaction.
- Qualifications: 5+ years in technical support with strong NICE CXone expertise required.
- Other info: Contract or permanent role available; EU work permit needed.
The predicted salary is between 36000 - 60000 £ per year.
Location: Remote in the UK
Role type: Contract or Perm
A leading organization is seeking an experienced Tier 3 Engineering Support professional to join its technology team. This role is suited for an individual with deep technical expertise in NICE CXone and a passion for resolving complex technical issues in a dynamic, customer-focused environment. The Tier 3 Engineer will serve as the final point of escalation for technical support and play a key role in ensuring optimal system performance and customer satisfaction.
Key Responsibilities:
- Deliver expert-level troubleshooting and resolution for complex, escalated technical issues related to the NICE CXone platform and associated systems.
- Collaborate directly with clients to investigate and resolve problems involving platform functionality, integrations, and performance.
- Support and mentor Tier 1 and Tier 2 teams to facilitate effective incident resolution and a smooth escalation process.
- Conduct root cause analysis and provide strategic recommendations to improve platform stability and prevent recurring issues.
- Partner with engineering and development teams to escalate software bugs or enhancement requests, and ensure timely resolutions.
- Develop and maintain internal documentation, knowledge base articles, and technical guides for internal and external stakeholders.
- Contribute to proactive initiatives aimed at enhancing platform performance, including monitoring, testing, and tuning.
- Stay informed about platform updates, new features, and evolving trends in customer experience technologies.
- Mentor junior support staff and promote knowledge sharing within the team.
Qualifications and Experience:
- 5+ years in a technical support or engineering role, with a focus on cloud-based solutions and contact center technologies.
- In-depth experience with NICE CXone, including setup, administration, integrations, and advanced troubleshooting.
- Strong skills in system monitoring, performance tuning, and troubleshooting in production environments.
- Solid grasp of cloud infrastructure, networking, and security principles.
- Excellent communication and interpersonal skills; capable of explaining technical concepts to diverse audiences.
- Familiarity with CRM systems, databases, and CX tools (e.g., voice, chat, IVR, WFM, ACD) is advantageous.
- Ability to manage multiple priorities in a high-pressure, fast-paced setting.
Telephony Engineer - NICE CXone employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephony Engineer - NICE CXone
✨Tip Number 1
Familiarise yourself with the NICE CXone platform. Understanding its features and functionalities will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and the specific challenges faced by the team, which can be useful for tailoring your approach.
✨Tip Number 3
Prepare to discuss real-world scenarios where you've successfully resolved complex technical issues. Highlighting your problem-solving skills and experience with escalated support will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in customer experience technologies. Being knowledgeable about industry advancements will show that you're proactive and committed to continuous learning, which is highly valued in this role.
We think you need these skills to ace Telephony Engineer - NICE CXone
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with NICE CXone and any relevant technical support roles. Use specific examples that demonstrate your troubleshooting skills and familiarity with cloud-based solutions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for resolving complex technical issues. Mention your experience in mentoring junior staff and collaborating with clients, as these are key aspects of the role.
Highlight Relevant Skills: In your application, emphasise your skills in system monitoring, performance tuning, and your understanding of cloud infrastructure. These are crucial for the Telephony Engineer position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A polished application reflects your attention to detail, which is essential for a technical support role.
How to prepare for a job interview at JR United Kingdom
✨Showcase Your Technical Expertise
Be prepared to discuss your in-depth experience with NICE CXone. Highlight specific instances where you've resolved complex technical issues, and be ready to explain your troubleshooting process in detail.
✨Demonstrate Problem-Solving Skills
Expect scenario-based questions that assess your ability to handle escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses and illustrate how you approach problem-solving.
✨Communicate Clearly
Since you'll be working with clients and mentoring junior staff, strong communication skills are essential. Practice explaining technical concepts in simple terms, as this will show your ability to connect with diverse audiences.
✨Stay Updated on Industry Trends
Research the latest updates and features of NICE CXone and customer experience technologies. Being knowledgeable about current trends will demonstrate your passion for the field and your commitment to continuous learning.
