Connectivity Design Engineer

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety solutions, as a Connectivity Design Engineer. In this critical post-sales role, you will validate deployed connectivity solutions, update documentation, and coordinate change requests for our Voice as a Service (VaaS) customers. You will act as a subject matter expert (SME), collaborating with various teams to ensure stable and optimized voice architectures. This role involves reviewing designs, maintaining documentation accuracy, supporting change requests, and providing internal consultation on complex connectivity topics. You will also contribute to internal documentation and training, and participate in root cause analysis. Approximately 25% travel may be required.

Requirements

• 5+ years of experience in voice networking, telecom engineering, or connectivity support roles
• Strong working knowledge of SIP, VoIP, SBCs, header manipulation, IP routing, and related telecom protocols
• Experience reviewing and modifying technical documentation such as TQs, design packages, and system maps
• Strong attention to detail and ability to reconcile discrepancies between design and implementation
• Excellent communication skills, with the ability to work cross-functionally and interface with customers when needed
• Experience supporting enterprise-grade change control processes in customer-facing environments
• Proficiency with Microsoft Office, Visio, and internal tooling related to voice provisioning or ticketing

Responsibilities

• Validate As-Built Designs: Review deployed connectivity environments to ensure they align with approved designs and Technical Questionnaires (TQs)
• Maintain Documentation Accuracy: Update TQs and design documentation based on real-world deployment details and customer-specific configurations
• Support Change Requests: Assist in the submission and oversight of connectivity-related change requests to NICE’s VaaS provisioning and operations teams
• Production-Level Access: Use read-only access to production systems and tools to investigate and assess configurations, routing, and connectivity behavior
• Act as a Connectivity SME: Provide internal consultation on complex connectivity topics, including SIP routing, SBC behavior, header manipulation, and partner-carrier integrations
• Enable Growth Opportunities: Identify customer needs that could benefit from expanded voice services, assisting pre-sales engineers or account teams with context and documentation
• Cross-Team Collaboration: Serve as a liaison between engineering, provisioning, operations, and support teams to ensure consistent understanding and delivery of solutions
• Drive Process Maturity: Contribute to internal documentation, standards, and knowledge base content that improves support and consistency of post-sales connectivity operations
• Support internal enablement by contributing to team trainings, playbooks, or knowledge base articles that capture evolving voice product functionality or design guidance
• Assist in root cause analysis and retrospective reviews where connectivity implementations deviate from expected designs or introduce unexpected customer impact
• Proactively support cross-functional initiatives to streamline post-sales support workflows, ensuring alignment between provisioning, product, and engineering teams
• Maintain working knowledge of the NICE CXone Mpower offering and how it integrates with voice and connectivity services to support enterprise customer needs
• Develop and maintain subject matter expertise in NICE’s Voice as a Service (VaaS) offerings, including architecture, regional capabilities, and change management processes

Preferred Qualifications

• Experience presenting solutions to stakeholders at all levels, both in virtual and in-person settings
• Experience with provisioning dedicated IP-based connectivity services
• Experience building switching and routing configurations for customer- or carrier-facing connections
• Hands-on experience with the installation and implementation of telephony-related equipment such as PBXs, routers, firewalls, and switches
• Familiarity with NICE CXone or other CCaaS/UCaaS platforms preferred

Benefits

• 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