Note: The job is a remote job and is open to candidates in USA. Bridgepointe Technologies provides vendor-agnostic IT services and infrastructure solutions through strategic technology consulting. The company is seeking a NiCE/CxOne Solutions Consultant to serve as the senior technical escalation point for complex customer issues, lead platform strategy and configuration, troubleshoot integrations and system performance, and support enterprise customers and internal engineering teams.
Responsibilities
- Act as the senior-most technical escalation point for the NiCE and CxOne 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
Skills
- 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
- Cloud infrastructure familiarity (AWS, Azure, GCP)
- CCaaS or UCaaS certifications
- Prior involvement in platform optimization or reliability engineering initiatives
Benefits
- Company subsidized Medical, Dental, and Vision Care benefits
- HSA Plan
- Short-term and Long-term Disability
- Company-paid AD&D and Life Insurance
- 401k plan
- Unlimited PTO
- Flexible and innovative work environment
Company Overview