Lead Voice Engineer

NiCE is a leading software company known for delivering exceptional customer experiences and innovative solutions. The Lead Voice Engineer is responsible for ensuring the operability of the voice network, managing both traditional voice and VoIP infrastructure, and collaborating with various teams to implement and maintain enterprise-wide solutions.

Responsibilities:

• Lead Voice infrastructure projects, serving as the Subject Matter Expert
• Act as the lead Voice/Telephony resource for Sales, Operations, Product, and other teams
• Collaborate with colleagues, customers, vendors, and other parties to understand, design, and implement enterprise-wide solutions
• Design, review, analyze, evaluate, upgrade, expand, troubleshoot, support, and maintain the voice network
• Apply hands-on expertise in proof-of-concepts and new initiatives
• Perform routine maintenance of voice network infrastructure
• Collaborate with other teams to resolve escalated issues
• Configure Ribbon Communications and AudioCodes telephony systems and SBCs
• Plan and implement disaster recovery strategies
• 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 occasional nights, evenings, and weekends
• Must be able to function in a high-stress environment
• Must be a self-starter, self-sufficient and independent
• Perform both oral and written knowledge transfer and training to technical team members, and other stakeholders
• Train and mentor junior team members
• Adhere to the company Code of Ethics, policies, and procedures
• Communicate effectively and professionally with internal and external stakeholders

Requirements:

• Bachelor's degree in Telecommunications or a related field, or equivalent work experience
• 8+ years of experience in telecommunications
• Expert-level knowledge of VoIP and SIP protocols
• Expert-level experience with Session Border Controllers in carrier-grade environments
• Advanced administration and management skills with Ribbon Communications/Sonus (SBC and PSX) or AudioCodes
• Strong understanding of call routing principles, including quality metrics, Least Cost Routing, and Number Portability
• Proficiency with network sniffer technologies and capture tools (e.g., Wireshark, Empirix)
• Familiarity with network monitoring and management systems
• Command-line knowledge of UNIX/Linux operating systems
• Experience with trouble ticket systems such as Remedy or ServiceNow
• Knowledge of WebRTC, TLS, and SRTP protocols
• Solid understanding of IP networks and concepts (TCP/IP, subnetting, routing, VLAN, IPSEC, DNS, DHCP, etc.)
• Excellent communication and teamwork skills
• Self-starter with strong problem-solving abilities, thriving in high-paced, high-pressure environments
• Flexibility to work off-hours, weekends, or as part of a 24/7 on-call rotation schedule
• Familiarity with Microsoft Teams telephony
• Understanding of Ribbon Communications Application Servers
• Knowledge of Stir/Shaken standards
• Familiarity with BroadSoft (Cisco) systems
• UNIX/Linux administration skills
• Understanding of contact center environments
• Knowledge of call recording technologies (e.g., SIPREC)
• Proficiency in Ribbon Analytics
• Advanced knowledge of MS Office Suite
• Ribbon or AudioCodes accreditation
• Experience with Poly (HP) telephones
• Knowledge of Bria/Counterpath/Alianza softphones
• Scripting or automation skills for repetitive processes
• Experience with VoIP testing tools (e.g., Cyara, Spearline, TestWebRTC)