Lead Cloud Transformation Engineer (Voice Engineer - AudioCodes SBC OVOC)

The Lead Cloud Transformation Engineer at NiCE plays a pivotal role in ensuring the smooth and reliable operation of CXone Mpower Engagement Hub's voice network.

This position combines both networking and systems expertise, focusing on the infrastructure that enables customer traffic and services.

Key Responsibilities:

• Ensuring Operability: The Lead Cloud Transformation Engineer is responsible for the overall operability of the CXone Mpower Engagement Hub voice network.
• SBC & SIP Infrastructure Management: A key responsibility is ensuring the Session Border Controller (SBC) and Session Initiation Protocol (SIP) infrastructure functions properly, reliably, and efficiently.
• Customer Provisioning & Maintenance: This role ensures customer traffic and services are provisioned and maintained effectively.
• Troubleshooting: The engineer will troubleshoot application and SIP networking issues.
• Network Growth Management: This includes installing new customers and handling escalations from other teams to manage the expansion of the Engagement Hub network.
• Process Streamlining: To ensure scalability, the Lead Cloud Transformation Engineer will streamline current processes, specifically leveraging AudioCodes SBCs.
• Collaboration: The role involves working independently and as part of a global team, demonstrating strong customer skills, and delivering quality results in a dynamic environment.

Required Skills and Expertise:

• Understanding of Cloud Platforms: Proficiency with deploying Audiocodes SBCs and OVOCs in AWS.
• Networking and Security Expertise: Strong knowledge of networking concepts (DNS, TCP/IP, HTTP) and implementing security policies and compliance standards.
• Troubleshooting & Problem Solving: Strong troubleshooting skills to diagnose and resolve complex network and application issues.
• Communication & Collaboration: Excellent communication skills to interact effectively with internal teams and external customers.

Preferred Requirements:

• 6+ years of experience working within application or software support.
• 4+ years of experience working within public or private cloud environments.
• 4+ years of experience working in a production Windows based environment.
• 6+ years communicating in English in a technical field.
• Can effectively troubleshoot supported applications effectively.
• Can work on complex issues which may span multiple applications or environments.
• Experience working with call center infrastructure

The Lead Cloud Transformation Engineer plays a crucial role in maintaining and scaling a critical part of the CXone Mpower Engagement Hub's communication infrastructure, requiring a blend of technical depth, operational efficiency, and strong interpersonal skills.