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Senior Telephony Engineer, NICE Call Recording and Analytics
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Job Description

Seeking a Senior Telephony Engineer with NICE Call Recording experience, for a leading Telecom Company in CHicago. The Telephony Engineer will be primarily responsible for ensuring system stability and availability of the recording and analytics platform.

Other Responsibilities:

  • Responsible for the support, design, implementation and configuration of Voice and Screen recording solutions (NICE Engage).
  • Provide third and fourth level technical support for all Call Centers.
  • . Actively troubleshoots issues related to SIP.
  • 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.
  • Participates in on call 7x24 rotation

Required Qualifications:

  • 7+ years' work experience in Telecommunications/IT industry
  • At least 5 years' experience in IP and SIP Contact Centers with knowledge of Genesys and Avaya platforms
  • Extensive NICE call recording administration and technology experience
  • .3+ years in the design and implementation of NICE 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
  • Knowledge of Analytics technology
  • VoIP networking architecture and troubleshooting


Applicants must be eligible to work in the specified location

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