Lead Voice Engineer

Lead Voice Engineer

United States - Remote

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Voice Engineer ensures the overall operability of the NiCE voice network.  This position is responsible for ensuring that the voice & VoIP infrastructure is functioning properly, reliably, efficiently and ensuring customer traffic / services are provisioned and maintained effectively.  Because this is both a traditional voice and VoIP position, we are looking for skills that also include basic data networking.  The main duties for this position are: Troubleshooting, Maintenance, Growth of the voice network, Building / Installing new customers, Perform/Receive escalations from other teams and streamlining the current processes so that we can continue to scale.  This person must have impeccable customer skills and must demonstrate the ability to work independently and deliver quality results in a highly dynamic environment, both individually and as part of a global team. ​

How will you have an impact?

• Lead Voice infrastructure projects, serving as the Subject Matter Expert. 
• Act as the lead Voice/Telephony resource for Sales, Operations, Product, and other teams 
• Collaborate with colleagues, customers, vendors, and other parties to understand, design, and implement enterprise-wide solutions. 
• Design, review, analyze, evaluate, upgrade, expand, troubleshoot, support, and maintain the voice network. 
• Apply hands-on expertise in proof-of-concepts and new initiatives.  
• Perform routine maintenance of voice network infrastructure.  
• Collaborate with other teams to resolve escalated issues. 
• Configure Ribbon Communications and AudioCodes telephony systems and SBCs. 
• Plan and implement disaster recovery strategies. 
• Monitors and responds to network troubles, outages, and events.  
• Must be able to support a flexible schedule and on-call services.  
• May be required to work occasional nights, evenings, and weekends.  
• Must be able to function in a high-stress environment. 
• Must be a self-starter, self-sufficient and independent.  
• Perform both oral and written knowledge transfer and training to technical team members, and other stakeholders.  
• Train and mentor junior team members. 
• Adhere to the company Code of Ethics, policies, and procedures.  
• Communicate effectively and professionally with internal and external stakeholders. 

Have you got what it takes?

• Bachelor’s degree in Telecommunications or a related field, or equivalent work experience.
• 8+ years of experience in telecommunications.

Technical Expertise:

• Expert-level knowledge of VoIP and SIP protocols.
• Expert-level experience with Session Border Controllers in carrier-grade environments.
• Advanced administration and management skills with Ribbon Communications/Sonus (SBC and PSX) or AudioCodes.
• Strong understanding of call routing principles, including quality metrics, Least Cost Routing, and Number Portability.
• Proficiency with network sniffer technologies and capture tools (e.g., Wireshark, Empirix).
• Familiarity with network monitoring and management systems.
• Command-line knowledge of UNIX/Linux operating systems.
• Experience with trouble ticket systems such as Remedy or ServiceNow.
• Knowledge of WebRTC, TLS, and SRTP protocols.
• Solid understanding of IP networks and concepts (TCP/IP, subnetting, routing, VLAN, IPSEC, DNS, DHCP, etc.).
• Excellent communication and teamwork skills.
• Self-starter with strong problem-solving abilities, thriving in high-paced, high-pressure environments.
• Flexibility to work off-hours, weekends, or as part of a 24/7 on-call rotation schedule.

You will have an advantage if you also had:

• Familiarity with Microsoft Teams telephony.
• Understanding of Ribbon Communications Application Servers.
• Knowledge of Stir/Shaken standards.
• Familiarity with BroadSoft (Cisco) systems.
• UNIX/Linux administration skills.
• Understanding of contact center environments.
• Knowledge of call recording technologies (e.g., SIPREC).
• Proficiency in Ribbon Analytics.
• Advanced knowledge of MS Office Suite.
• Ribbon or AudioCodes accreditation.
• Experience with Poly (HP) telephones.
• Knowledge of Bria/Counterpath/Alianza softphones.
• Scripting or automation skills for repetitive processes.
• Experience with VoIP testing tools (e.g., Cyara, Spearline, TestWebRTC).

Reporting to: Director, Voice Services CX.

Role Type: Individual Contributor.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.