Voice Operations Engineer

So, what’s the role all about?

As Voice Operations 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 required.
• 3+ years of work experience in customer service, preferably in technical support.
• Excellent technical, troubleshooting, and analytical skills.
• Ability to thrive in a fast-paced, agile environment, with strong critical thinking and problem-solving abilities.
• Entry-level understanding of PRI signaling protocols and SIP call setups and response codes.
• Familiarity with network devices such as switches (layer 2) and routers (layer 3).
• Understanding of NAT/PAT 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.​

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!

Requisition ID: 5262
Reporting into: Manager, Voice Services
Role Type: Individual Contributor