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.
So, what’s the role all about?
We are looking for a highly motivated Telephony Communications Engineer to join our team in the role of Technical Scrum Master (TSM) which combines deep technical engineering knowledge in Telephony Systems with leadership characteristics. In this position, you will be responsible for our fully integrated hosted and open Cloud vendors telephony systems platforms while also steering the team's agile processes, project roadmaps, and lab procurement. If you are looking to be part of a dynamic team working on exciting and industry-leading products, this is the job you’ve been looking for!
How will you make an impact?
What you’ll be doing as a UC Engineer:
- Support R&D by covering the Unified-Communication/Call-Center integrations with our products and taking an active part in the research.
- Perform planning, design, configuration, implementation, operation, and optimization of lab Unified-Communication technologies.
- Develop and implement new telephony and Unified-Communication solutions based on a wide variety of different technologies.
- Proactively maintain knowledge and awareness of existing networks and applications, including Cisco, Microsoft, AVAYA, Oracle, AudioCodes, Ribbon Sonus and others.
- Assess requirements for VoIP/Unified-Communication/Call-Center technology initiatives and recommend appropriate solutions.
- Manage security lifecycles on the telephony and Unified-Communication products.
- Work with vendor support, management, and 3rd party partners, working according to change management processes.
What you’ll be doing as a Technical Scrum Master (TSM):
- Sprint & Task Management: Manage and prioritize the team's daily tasks and backlog in alignment with agile sprint methodologies.
- Roadmap & Delivery: Collaborate directly with Product and R&D managers to build technical roadmap and commit to delivery timelines based on R&D requirements.
- Cross-Team Synchronization: Communicate and assist development teams locally and internationally to ensure UC Sprint goals meet project deadlines.
- Procurement & Licensing: Manage the purchasing, licensing, and renewal processes for the UC lab across various vendors (Cisco, Avaya, etc.).
- Budget & Administration: Oversee the team's budget and work closely with Program Managers to ensure payments are made and licensing is successfully delivered without blocking technical work.
Have you got what it takes?
- 4+ years of experience in designing, configuring, and troubleshooting SIP Trunking, SBCs, and Voice gateways.
- Experience with Cisco Collaboration technologies, including Unified-Communication, Call-Center, and CUBE.
- Knowledge and understanding of telephony/Unified-Communication protocols (H323, SIP) and codecs (G729, G711, and others).
- Computer Systems (4 years' experience) - Windows (client and server), Linux OS, and managing virtual environment machines (vSphere).
- Networking (4 years' experience) - Routing, Security (TLS etc.), etc.
- Design, delivery, and transformation of IPT/Unified-Communication environments.
- Project Management abilities – including documentation skills (SOW, HLD, LLD, etc.).
- High customer support orientation and excellent communication skills.
- Excellent troubleshooting skills and the ability to work under pressure.
- Multitasking ability and the capacity to work both independently and collaboratively in a team.
- Adequate level of English.
You will have an advantage if you also have:
- Experience with session border controllers and applying security on telecom interfaces.
- Experience with managing Contact Center Infrastructure – ACD, IVR, dialers.
- Knowledge in Avaya customer engagement solutions.
- Experience with other Unified-Communication/PBX platforms (Mitel, Alcatel, MS Teams, Genesys, AMC, Twillio).
What’s in it for you?
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!
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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 11999
Reporting into: Director, Engineering, Recording, CX
Role Type: IC
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.
Skills Required
- 4+ years designing, configuring, and troubleshooting SIP trunking, session border controllers, and voice gateways
- Experience with Cisco Collaboration technologies, Unified Communications, Call Center, and CUBE
- Knowledge of H.323 and SIP telephony or Unified Communications protocols
- Knowledge of G.729, G.711, and other voice codecs
- 4 years of experience with Windows client and server, Linux, and virtual environments such as vSphere
- 4 years of networking experience, including routing and security technologies such as TLS
- Experience designing, delivering, and transforming IPT or Unified Communications environments
- Project management and technical documentation skills, including SOW, HLD, and LLD documentation
- Strong customer support orientation and excellent communication skills
- Excellent troubleshooting skills and ability to work under pressure
- Ability to multitask and work independently and collaboratively
- Adequate English proficiency
- Experience with session border controllers and security for telecom interfaces
- Experience managing contact-center infrastructure, including ACD, IVR, and dialers
- Knowledge of Avaya customer engagement solutions
- Experience with Mitel, Alcatel, Microsoft Teams, Genesys, AMC, or Twilio
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
