Sr. Voice Engineer

Operations / Facilities Remote, United States Job Number: 15993

Position at NICE CXone

Sr. Voice Engineer

Location: Remote, US

The Sr. Voice Engineer ensures the overall operability and design of the CXone 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. The main duties for this position are: Project Implementation, Troubleshooting, Growth of the voice network, Perform / Receive escalations from other teams and Review, Analyze, Evaluate the infrastructure for performance, scalability and capacity. This person may also be required to create and streamline processes for continual improvement. This person must have impeccable customer skills (although not directly customer facing) 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.​

Financial Responsibility:
  • Least cost routing architecture
Major Functions/Responsibilities:
  • Provisions and maintains Carrier connections
  • Performs routine maintenance and grooming of voice network infrastructure
  • Collaborate with all aspects of the IT organization to resolve escalated issues
  • Configure and optimize secure telephone systems, including multi vendor telecommunications and networking products to include all voice switches and data network hardware at the intermediate and/or expert level
  • Complex voice translation and design
  • Disaster recovery implementation and planning
  • Voice network upgrade, implementation, expansion
  • Designs, reviews, analyzes, evaluates and maintains CXone's voice network
  • Develops, tests and implements telecommunication solutions
  • 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 nights, evenings and weekends
  • Must be able to function in a high stress environment
  • Willing to travel
  • Perform both oral and written knowledge transfer and training to technical team members, and other stakeholders
  • Follow the company Code of Ethics and CXone policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of CXone
This job description is not intended to be all-inclusive, and employee 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.

Required Education, Experience, and Specific Job Related Skills

Education Requirement:
  • Bachelor’s degree in Telecommunications or related field or equivalent work experience required.
Experience Requirements:
  • 8+ years experience in telecommunications
  • T1, DS3, OC3, OC12 install and test
  • Telecommunications wiring
  • Telecommunication switch/PBX programming
  • Advanced knowledge of VOIP/SIP
  • Advanced level experience with IP administration and management
  • Advanced level experience with administration and management for at least 2 technology vendors such as: Sonus, Lucent, Acme Packet, Cisco, Edgewater, and Broadsoft
  • Knowledge of Windows OS and computer architecture
  • Command level knowledge of UNIX & Linux OS and architecture
  • Working knowledge of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP, and Subnetting
  • Experience with a structured Trouble Ticket system such as Remedy or RNT
  • Least cost routing network architecture
  • Help Desk or Technical Customer support
  • Expert knowledge at MS Excel
  • Knowledge of SBCs and their role in architecture
  • Proven track record of excellent communications
  • Experience with Network Sniffer Technologies and Capture Tools
  • Experience with Network Monitoring/Management systems
  • Experience with mentoring other engineers​
Experience Preferred:
  • UNIX & Linux administration
  • Advanced knowledge of MS Office
  • Sonus accreditation
  • CCNA - Routing & Switching
  • CCNA - Voice
  • Knowledge of Polycom systems
  • Ability to script or automate repetitive processes
  • Experience with services such as L2VPN, L3VPN, and VPLS preferred​
ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.