Senior APS Engineer

Summary

Join NiCE, a global leader in customer experience, financial crime fighting, and public safety software, as an Application Performance Engineer (APS). Monitor and resolve alarms and events for NiCE Solutions and voice infrastructure for clients. Troubleshoot and resolve incidents, manage incidents, problems, and changes related to NiCE Solutions. This role requires 5-8 years of experience in technical support for telephony and VoIP, along with knowledge of CTI or voice recording products and VOICE protocols. The position offers a hybrid work model (2 days in office, 3 days remote) and the chance to work in a fast-paced, collaborative environment with endless internal career opportunities.

Requirements

• Require 5-8 years’ experience in Technical Support in Telephony and VOIP
• Should have knowledge in CTI or Voice recording products
• Good understanding of VOICE protocols like SIP, H.323
• Good working knowledge on any of the following: CISCO Unified contact center Enterprise (UCCE), CISCO Unified Communications Manager (CUCM), Avaya Aura Platform and Voice/Media Gateways
• Should have worked in PBX/ACD
• Good knowledge of Windows operating system
• Should have experience in installing, configuring, and supporting telephony, network, or server infrastructure
• Should have good troubleshooting and problem solving skills
• Should be willing to work in 24/7 Rotational shifts and weekends as well

Responsibilities

• Monitor and resolve alarms and events for NiCE Solutions and voice infrastructure for our clients
• Early identification, troubleshooting and resolution of all incidents
• Incident management, problem management, and change management related to NiCE Solutions
• Troubleshooting and resolution of all incidents
• Incident management, problem management, and change management

Preferred Qualifications

• NiCE experience – advantage
• NiCE Engage Certification preferred
• CCNA and MCSE certifications preferred
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus

Benefits

• Enjoy NiCE-FLEX!
• At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week