Voice Operations Engineer

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?

As Voice Engineer, you'll engage with tickets through web-based, email, voice, and chat platforms, ensuring proper assignment and completion of standard text templates. Validate ticket prioritization and communicate progress to users, maintaining clear records in the ticketing system. Escalate incidents as needed and troubleshoot SIP and TDM services. Monitor and analyze logs, coordinate with tier 1 carriers and third-party providers, and provide on-call support.

How will you make an impact?  

• Manage tickets through various channels including web-based ticketing system, email, voice, and chat.
• Ensure proper assignment and completion of all tickets.
• Utilize standard text templates for case completion and validate prioritization.
• Maintain clear and thorough records in the ticketing system.
• Escalate incidents when necessary and troubleshoot SIP and TDM services.
• Open and monitor incidents with tier 1 carriers and third-party providers.
• Pull and analyze logs for troubleshooting purposes and regularly work flexible schedules including on-call services.

Have you got what it takes?

• Associates degree or equivalent work experience in telecommunications or Networking or equivalent work experience required.
• 5+ years' work experience in a Technical/Customer service field, preferably in a technical support capacity.
• Expert in technical troubleshooting, and analytical skills in VOIP, SIP and routing
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essentials.
• Excellent level of understanding of PRI signaling protocols and capabilities
• Excellent understanding of SIP call setups and response codes
• Must be familiar with network devices Switch's (layer 2) and Routers (Layer 3)
• NAT/PAT understanding - functions and limitations+

You will have an advantage if you also have:

• Experience in a technical support role within the telecommunications industry.
• Strong IP telephony and telecommunications experience.
• Familiarity with Session Border Controllers (SBCs) such as Acme, Sonus, Audio Codes, Edgemarc, CUBE, etc.
• Cisco Certified Network Associate (CCNA) certification.
• Knowledge of Unix/Linux systems.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Requisition ID: 9423
Reporting into: Manager, Voice Services
Role Type: Individual Contributor

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

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.