At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

***Australian Citizenship is required for this role to obtain an NV1 Security Clearance after onboarding***
 

Primary Purpose

The Senior Voice Engineer ensures the overall operability of the NICE voice network.  This position is responsible for ensuring that the voice & VoIP infrastructure is functioning properly, reliably, efficiently and ensuring customer traffic / services are provisioned and maintained effectively.  Because this is both a traditional voice and VoIP position, we are looking for skills that also include basic data networking.  The main duties for this position are: Troubleshooting, Maintenance, Growth of the voice network, Building / Installing new customers, Perform/Receive escalations from other teams and streamlining the current processes so that we can continue to scale.  This person must have impeccable customer skills and must demonstrate the ability to work independently and deliver quality results in a highly dynamic environment, both individually and as part of a global team. ​

 

Major Functions/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. 

 

  • Technical Expertise:
    • 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.

Preferred Experience:

  • 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).

 

  • Education & Experience:
    • Bachelor’s degree in Telecommunications or a related field, or equivalent work experience.
    • 5+ years of experience in telecommunications.

 

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

 

Apply for this Job

* Required
resume chosen  
Dropbox
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NICE’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.