Description

You will implement and manage NICE recording solutions, integrating them with IP PBX environments and owning the full system lifecycle.

This role is remote.

Responsibilities

• Implement NICE recording solutions from scratch and manage full system implementation life-cycles.
• Troubleshoot trunk-related issues, including one-way audio and dropped calls within Contact Center systems.
• Perform problem diagnosis and impact assessments using incident records and log analysis.
• Monitor system performance and analyze logs to ensure reliability and stability.
• Collaborate with OEMs to resolve critical issues and participate in mission-critical break/fix scenarios.

Required Skills

• 6+ years of experience working in a contact center environment.
• Deep understanding of SIP and SIPREC analysis and troubleshooting.
• Experience implementing and managing NICE or similar recording solutions.
• Proven ability to integrate 3rd party data systems and applications across multiple platforms.
• Skill in analyzing system performance and diagnosing hardware, software, or network issues.
• Experience documenting technical procedures and managing knowledge bases.
• Ability to work with distributed engineering teams across different geographies and time zones.
• Willingness to participate in an on-call rotation for global support coverage.

Preferred Skills

• Experience with IP PBX environments beyond standard NICE integrations.
• Background in contact center architecture design and optimization.

Key Skills

Education

Any Gradute