NICE is hiring a
Voice Operations Engineer

Summary

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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requirements

• Associates degree or equivalent work experience in telecommunications or networking required
• 3+ years of work experience in customer service, preferably in technical support
• Excellent technical, troubleshooting, and analytical skills
• Ability to thrive in a fast-paced, agile environment, with strong critical thinking and problem-solving abilities
• Entry-level understanding of PRI signaling protocols and SIP call setups and response codes
• Familiarity with network devices such as switches (layer 2) and routers (layer 3)
• Understanding of NAT/PAT functions and limitations

Responsibilities

• Manage tickets through various channels including web-based ticketing system, email, voice, and chat
• Ensure proper assignment and completion of all tickets
• Utilize standard text templates for case completion and validate prioritization
• Maintain clear and thorough records in the ticketing system
• Escalate incidents when necessary and troubleshoot SIP and TDM services
• Open and monitor incidents with tier 1 carriers and third-party providers
• Pull and analyze logs for troubleshooting purposes, and regularly work flexible schedules including on-call services

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