5+ years of experience
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Employment Type:
Full time
Job Category:
NICE Telephony Engineer
(This job is no longer available)
Grad Date

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Job Description

NICE Telephony Engineer
Bensenville, IL
$115-125K +Bonus

Fortune 500 Company is seeking a NICE Telephony Engineer. The Call Recording and Analytics Engineer II is responsible for the support of Voice and Screen solutions including design, implementation and problem resolution. The selected candidate will provide second and third level technical support to voice service delivery managers and support vendors when troubleshooting the more operational telecommunication problems involving any of the following: NICE Engage, Nexidia, Genesys integration, Carrier infrastructure, and Call Center infrastructure.

This position can sit in the following markets:

  • Bensenville, IL (Chicago)
  • Madison, WI
  • Knoxville, TN
  • Tulsa, OK
  • Waukesha, WI (Milwaukee)
  • Marion, IA (Cedar Rapids)

Roles and Specific Responsibilities:

  • Primarily responsible for ensuring system stability and availability of the recording and analytics platform.
  • Responsible for the support, design, implementation and configuration of Voice and Screen recording solutions (NICE Engage).
  • The selected candidate will provide third and fourth level technical support for all CompanyCare Centers and 3rd Party Vendor Partner Care Centers.
  • Maintains and creates system documentation
  • Work closely with IT partners and vendors to ensure system compliance related to OS and application patching and upgrades.
  • Adheres to break/fix processes for ticketing, incident, and outage resolution.
  • Actively troubleshoots issues related to SIP.
  • Oversees Recording vendor in the engineering studies such as, but not limited to, transaction volumes, response times, availability, service options, product spec, speed of operation, type of protocol of the telecommunications system(s).
  • Maintain the appropriate relationships with 3rd party vendors and evaluate vendor hardware, software, and communications products and to provide recommendations for purchases and projects with our corporate objectives in mind.
  • Ensures PCI compliance of the recording and analytics platform.
  • Leads and successfully delivers projects involving the recording and analytics platform.
  • Leads weekly operational reviews with the vendor and business.
  • SQL database research for call recording identification.
  • Station and user mapping into NICE and Genesys technologies.
  • Establishes and maintains a proactive approach to monitoring and managing the recording and analytics environment for enterprise Telecom Infrastructure.
  • Acts as a liaison between vendor and business for key or urgent issues.
  • Provides consultative support to the business to ensure efficiencies in the recording environment.
  • Provides second and third level support service delivery managers and operations support vendor to ensure concerted effort is being placed on root cause analysis for Telephony outages.
  • Participates in on call 7x24 rotation
  • Ability to work in a fast paced environment

Required Qualifications:

  • 7+ years' work experience in Telecommunications/IT industry
  • Exposure to (7+ years) Telephony concepts and voice recording workflow
  • NICE call recording administration and technology experience
  • Solid working knowledge of NICE call recording systems.
  • Ability to perform user and system administration responsibilities in NICE.
  • NICE - Design and/or Operations
  • 3+ years in the design and implementation of Call Recording Technologies
  • 3+ years' experience as a technical lead
  • Hands on experience with NICE Engage 6.x and above
  • Hands on experience with NICE RTS
  • Hands on experience with NICE Deletion Toolkit
  • Experience leading and successfully delivering large projects
  • Knowledge of Analytics technology
  • At least 5 years' experience in IP and SIP Contact Centers with knowledge of Genesys and Avaya platforms
  • VoIP networking architecture and troubleshooting
  • Understanding of PC based MS Office software Word, Visio, Powerpoint, Excel.
  • Understanding of Project Management processes
  • Excellent communication, analytical, and interpersonal skills.
  • Demonstrated ability to communicate effectively with non-technical customers.
  • Excellent presentation skills
  • Excellent organizational skills and able to effectively manage time.
  • Independent and self- directed.
  • Detail Oriented and Strong technical orientation.
  • Excellent customer service skills.

Preferred Qualifications:

  • NICE Engage Call Recording Certified
  • ITIL V2 or V3 foundations certification
  • Genesys Framework 8.x with SIP Server
  • Carrier Services ( SIP Trunking, PRIs, POTS)
  • PCI Compliance and Policy
  • Experience in Genesys SIP technology
  • Experience with Nexidia Call Analytics
  • Knowledge of network diagnostic and performance measurement tools and aids.
  • Knowledge of network protocols.
  • Knowledge of PSTN Gateways and SBCs, such as Audio Codes and Oracle
  • Security: Firewalls, IAM, LDAP
  • Server and DB knowledge
  • Basic SQL knowledge. Ability to login to DB server and pull dumps of data from SQL.
  • Security: Firewalls, IAM, LDAP
  • Hardware: Linux Servers, Windows Servers, virtualized Servers
  • O/S & Network: HP/UX, Windows Server 2003, Citrix, TCP/IP, Telecom Trunking, Routers, Switches


Applicants must be eligible to work in the specified location