Senior Voice Operations Engineer

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.

• Manage tickets through various channels including web-based ticketing system, email, voice, and chat. /Ensure proper assignment and completion of all tickets.
• Handle VOICE escalated cases (MI)
• Open needed vendor cases and/or monitor for updates
• 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.
• Pull CDRS and analyze logs/traces for troubleshooting.
• Proactive monitoring of SBC and help detect possible multiple customer impact
• Newbie training/mentoring. Offer timely technical direction and mentorship to support problem-solving and skill-building.
• Initiate and lead Peer Collaboration. Conduct structured feedback sessions that highlight strengths, address gaps, and set improvement goals.
• Make sure SLA on cases are met, same with Teams swarm
• Foresight multiple reports of similar VOICE concerns and act accordingly
• Advance troubleshooting of SIP concerns
• LVL 2 Dissecting wireshark, console logs, etc. Captures
• 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.

• 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, SBCs, PSX, Preferably SIP Certified
• 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+
• Demonstrate communicating Professionally through Training (Transfer of Knowledge) of new hires
• Demonstrates confidence and capable in handling conflict management
• Has the ability to communicate and coach Level 1 Voice engineers

• Experience in a technical support role within the telecommunications industry.
• Strong IP telephony and telecommunications experience.
• Technical knowledge in Telecoms, Familiarity in Network devices switch’s, VOIP, SIP, Routing, SBC, Call Setups and Error Codes, API, Call Traces
• Wireshark knowledge and use is an advantage
• 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.

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.

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!

Requisition ID: 11393
Reporting into: Manager, Voice Services
Role Type: Individual Contributor