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Senior Lead Support Engineer - NiCE CCaaS Platform
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Company Overview
Based in Silicon Valley, Bridgepointe was founded in 2002 on the principle that businesses need a strategic partner and advocate when procuring, implementing, and maintaining IT services and infrastructure. The Company’s IT Strategists offer business leaders direct access to a large portfolio of vendor-agnostic solutions, employing a six-step model that starts with getting to know a client’s business, challenges, and goals and culminates in recommendations and support around supplier selection. Bridgepointe’s expert IT Strategists help clients achieve optimal IT results without costly consulting agreements.
Based in Silicon Valley, Bridgepointe was founded in 2002 on the principle that businesses need a strategic partner and advocate when procuring, implementing, and maintaining IT services and infrastructure. The Company’s IT Strategists offer business leaders direct access to a large portfolio of vendor-agnostic solutions, employing a six-step model that starts with getting to know a client’s business, challenges, and goals and culminates in recommendations and support around supplier selection. Bridgepointe’s expert IT Strategists help clients achieve optimal IT results without costly consulting agreements.
About the Role
We are seeking a Senior Lead Support Engineer with exceptional technical depth and hands-on expertise in the NiCE CCaaS platform. This role is both high visibility and customer-facing, requiring an engineer who can operate as the authoritative technical resource for complex escalations, deep platform analysis, and advanced solution design.
You will own the most challenging customer cases, provide engineering-level troubleshooting, and act as the technical backbone for support. This position requires someone who thrives in high-pressure environments, can distill complex platform behaviors, and communicates effectively with both engineers and enterprise customers.
Key Responsibilities
- Act as the senior-most technical escalation point for the NiCE CCaaS platform, driving resolution of high-severity and highly complex issues.
- Perform advanced troubleshooting across routing logic, integrations, APIs, call flows, backend processes, and system performance.
- 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.
Required Qualifications
- 7+ years in senior technical support, site reliability, platform engineering, or escalation engineering roles.
- 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.
Preferred Qualifications
- 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
- Competitive Pay
- 401k plan
- Unlimited PTO
- Flexible and innovative work environment
Bridgepointe Technologies, LLC is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
For more information, please send an email to Talent.Acquisition@bpt3.net, or visit https://www.bridgepointetechnologies.com/ to learn more about Bridgepointe.Similar jobs
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