Job description
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?
As a Connectivity Design Engineer, you will serve as a critical post-sales resource within NICE’s Center of Excellence (COE), supporting our global customer base by validating deployed connectivity solutions, updating documentation, and enabling change request coordination. This role is essential in ensuring our Voice as a Service (VaaS) customers have reliable, well-documented, and scalable voice architectures aligned with NICE’s standards.
While the role does not directly implement changes, you will work closely with provisioning, operations, and engineering teams to ensure customer connectivity remains stable, accurate, and optimized — acting as a subject matter expert (SME) and trusted technical advisor.
How will you make an impact?
- 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.
- Approximately 25% travel may be required
Have you got what it takes?
- 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.
- Familiarity with NICE CXone or other CCaaS/UCaaS platforms preferred.
- 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.
You will have an advantage if you also have:
- 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
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!
Requisition ID: 7081 Reporting into: Director of Presales
Role Type: Individual Contributor
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.
