Job Description
The Platform Engineer serves as a technical subject matter expert (SME) for enterprise contact center platforms, including NICE CXone and associated telephony, routing, and integration components. This role is responsible for resolving complex incidents, leading root cause analysis (RCA), and ensuring platform reliability across a 24/7 support environment. This position operates as the final escalation point following Tier 1 and Tier 2 triage, focusing on high-impact P0/P1 issues, platform engineering, and continuous improvement initiatives to improve system stability and reduce incident recurrence. This role is critical to supporting a large-scale CCaaS transformation enabling reliable, scalable, and integrated contact center services across the enterprise, directly impacting member access, clinical workflows, and customer experience outcomes.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
7+ years of hands-on experience in IT engineering, contact center platforms, or voice engineering
Strong, hands-on NICE CXone experience across configuration, administration, and advanced troubleshooting
Deep experience with contact center technologies: IVR design and routing, Omnichannel (voice, chat, SMS, email), Workforce Management (WFM)
Proven experience working in Tier 3 / escalation environments, owning P0/P1 incidents
Solid understanding of telephony and networking fundamentals: SIP, VoIP, PSTN, call flows
Hands-on experience working within ITIL-based incident management environments (Incident, Problem, Change)
Strong ability to identify, diagnose, and resolve performance, reliability, and scalability issues
Experience with API/integration troubleshooting and data flow debugging
Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
Nice to Have Skills & Experience
Experience supporting omnichannel environments (voice, chat, SMS, email)
Exposure to WFM tools (IEX, etc.)
Experience with cloud/SaaS platforms (AWS, Azure)
Experience with ServiceNow or similar ITSM tool
Any of the following certifications: NICE CXone (NCIE or similar), ITIL, Cloud certifications (AWS/Azure), Voice/networking certifications (Cisco, CCNP, etc.)
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.