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?
We’re looking for a driven and customer-focused VoIP & Network Engineer to join our team. This hybrid position is perfect for someone early in their technical career who’s passionate about troubleshooting, eager to learn, and excited to grow in both VoIP technologies and managed network services within a dynamic MSP environment.
In this role, you’ll provide essential support for our hosted voice systems (3CX) and manage connectivity across diverse ISP networks, including our SD-WAN deployments across thousands of customer sites.
How will you make an impact?
VoIP Support (3CX):
- Provide Tier 1 and Tier 2 support for 3CX-hosted voice systems
- Create and manage user extensions, voicemail, call groups, and forwarding rules
- Assist users with setup and troubleshooting of the Web Client, desktop, and mobile apps
- Provision and troubleshoot IP phones (Yealink, Fanvil, Snom, etc.)
- Maintain provisioning templates and perform firmware updates
- Configure inbound DID rules, ring groups, queues, and IVRs
- Analyze and troubleshoot SIP signaling, RTP streams, packet loss, jitter, and codec issues
- Resolve registration failures, one-way/no audio, and call quality concerns
- Add and configure SIP trunks; monitor and troubleshoot trunk performance
- Monitor systems for security events (e.g., blacklisted IPs, failed logins)
- Apply geo-IP filtering and access restrictions
- Generate reports on call volumes, queue stats, and SLA metrics
- Manage backups, system restores, and VoIP platform migrations
- Assist with number porting, customer onboarding, and carrier escalations
- Escalate complex or unresolved issues to Tier 3 or vendors when necessary
Network / MSP Support:
- Monitor and troubleshoot ISP connectivity issues across customer sites
- Act as the initial point of contact for outages and performance degradations
- Support diagnostics and firmware updates for our SD-WAN solution
- Work with field techs and vendors to resolve on-site network issues
- Utilize ticketing and monitoring tools to manage and document incidents
- Maintain detailed internal documentation and knowledge base entries
Have you got what it takes?
- 1–3 years of experience supporting VoIP or network systems
- Foundational knowledge of SIP protocol and IP networking
- Background in helpdesk, NOC, or MSP environments
- Familiarity with tools like Wireshark, traceroute, ping, and SIP debuggers
- Strong analytical, communication, and customer service skills
- Ability to manage multiple tasks in a fast-paced environment
You will have an advantage if you also have:
- Experience with SD-WAN platforms (e.g., VeloCloud)
- Hands-on experience with 3CX or similar VoIP systems
- Proficiency with ticketing tools (e.g., DeskPro) and network monitoring platforms
- Certifications such as CompTIA Network+, SSCA, or in progress
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
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: 7941 Reporting into: Director, Customer Success
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.
