Nice Admin

Role: Telephony (NICE Admin) & CCaaS Engineer

Exp: 8+ yrs

Location: Bangalore

Work Mode: Hybrid

N.P: Immediate to 30 days

Job Description: The Telephony & CCaaS Engineer is a engineering role responsible for the design, architecture, implementation, automation, and operational excellence of enterprise telephony and contact centre platforms across multiple vendors (cloud and on-prem). This role goes beyond single-platform administration and requires deep hands-on expertise across telephony, SIP, carriers, cloud-native CCaaS, resiliency, and integrations.

Roles & Responsibilities:

• Own end-to-end telephony and CCaaS architecture across cloud, hybrid, and on-prem environments

• Design and implement highly available, fault-tolerant voice architectures including SIP, SBCs, carriers, and PSTN connectivity

• Lead multi-vendor CCaaS integrations and coexistence strategies (e.g., NICE, Amazon Connect, Genesys, Cisco, Avaya, Five9, Zoom, RingCentral)

• Provide deep hands-on configuration and engineering of ACD, IVR, call flows, WFM, QM, call recording, and interaction analytics

• Design IVR and routing strategies based on customer journey, operational efficiency, and business KPIs

• Lead cloud telephony migrations, platform transitions, and vendor exit strategies

• Integrate telephony platforms with CRMs (Salesforce) and enterprise systems using APIs, Lambda, webhooks, and middleware

• Troubleshoot complex voice issues including SIP call flow failures, latency, jitter, codec mismatches, and carrier outages

• Own incident management, RCA, corrective actions, and proactive resiliency improvements

• Define and maintain telephony standards, security controls, and compliance requirements (HIPAA / TRAI where applicable)

• Drive automation and infrastructure-as-code practices for telephony and CCaaS

• Maintain detailed documentation, HLD/LLD, runbooks, workflows, and operational SOPs

Skills & Qualifications Must Have:

• 4-8 years of enterprise telephony and voice engineering experience

• Demonstrated hands-on experience across multiple telephony / CCaaS platforms (not single-vendor only)

• Deep expertise in SIP, RTP, SBCs, voice gateways, PSTN, and carrier interconnects

• Strong cloud telephony experience (AWS, Azure, or GCP – especially CCaaS workloads)

• Proven experience leading large-scale migrations and platform transformations

• Advanced troubleshooting skills using packet captures, SIP traces, and vendor logs

• Strong experience with API-based integrations and automation

• Global contact centre experience with multi-region failover

• Ability to act as technical authority for voice architecture decisions

Skills & Qualifications – Good to Have:

• NICE CXone, Amazon Connect, Genesys Cloud, or equivalent advanced platform expertise

• Experience with Terraform, CloudFormation, or infrastructure automation

• Healthcare telephony compliance experience (HIPAA, call recording, retention)

• Cloud or telephony certifications