Job Overview
Location
India - Pune
Job Type
Full-time
Category
Engineering
Date Posted
March 24, 2026
Full Job Description
đź“‹ Description
- • The Senior APS Engineer, CX role at NICE Ltd. is a critical technical position within the Managed Services team, responsible for ensuring the reliability, performance, and availability of NICE Solutions and voice infrastructure for global enterprise clients. This role directly impacts customer experience by proactively identifying, troubleshooting, and resolving incidents that could disrupt mission-critical telephony and contact center operations, making it essential to maintaining service excellence for Fortune 100 clients.
- • Day-to-day responsibilities include monitoring and resolving alarms and events across NICE Solutions and voice infrastructure, leading incident management from detection through resolution, conducting root cause analysis for problem management, and coordinating change management activities to ensure system stability and compliance with SLAs.
- • The Engineer will perform hands-on troubleshooting of telephony and VOIP systems, including configuration, installation, and support of PBX/ACD platforms, voice gateways, and unified communications environments, while maintaining detailed documentation and escalating complex issues as needed.
- • Collaboration with cross-functional teams — including network, server, and application specialists — is required to diagnose and resolve multi-layered technical issues affecting voice quality, call routing, recording fidelity, and system uptime in 24/7 operational environments.
- • The role involves proactive monitoring of system health metrics, performance tuning, and capacity planning to prevent service degradation, alongside participation in post-incident reviews to drive continuous improvement in service delivery processes.
- • The Engineer will support change management workflows by assessing risks, validating configurations, and ensuring minimal disruption during upgrades, patches, or infrastructure modifications across client environments.
- • Participation in on-call rotations and weekend shifts is required to provide round-the-clock support, ensuring rapid response to critical incidents regardless of time zone or business hours.
- • The role emphasizes knowledge sharing and mentorship, with opportunities to train junior engineers, contribute to internal knowledge bases, and help standardize troubleshooting playbooks across the Managed Services practice.
- • The Engineer will gain deep expertise in NICE’s flagship CX solutions — including NICE Engage, CXone, and related voice analytics platforms — while working with industry-standard telephony ecosystems from Cisco, Avaya, and other vendors.
- • About the team or company: NICE Ltd. is a global leader in AI-powered customer experience, financial crime prevention, and public safety solutions, serving over 25,000 businesses worldwide, including 85 Fortune 100 companies. The company processes more than 120 million customer interactions daily and monitors over 3 billion financial transactions, operating with 8,500+ employees across 30+ countries. The Managed Services team in Pune is a high-performing, technically advanced unit dedicated to delivering exceptional service quality and innovation in voice and CX infrastructure.
- • What the person can learn or achieve in this role: This position offers deep technical mastery in enterprise telephony, VOIP protocols (SIP, H.323), and unified communications platforms (Cisco UCCE, CUCM, Avaya Aura), positioning the engineer as a subject matter expert in complex voice infrastructure environments. Success in this role opens pathways to senior technical leadership, specialization in NICE’s AI-driven CX analytics, or transition into architecture, cloud engineering, or technical management roles within NICE’s global technology organization.
🎯 Requirements
- • 5-8 years of hands-on experience in technical support, specifically within telephony and VOIP environments, including troubleshooting, configuration, and maintenance of enterprise-grade voice systems.
- • Strong working knowledge of VOICE protocols, particularly SIP and H.323, with practical experience in diagnosing and resolving protocol-related issues in live production environments.
- • Proven experience with at least one of the following platforms: Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Communications Manager (CUCM), Avaya Aura Platform, or equivalent PBX/ACD systems, including voice/media gateways.
- • Solid proficiency in Windows operating system administration, including user management, services, registry, event logging, and basic scripting for automation.
- • Demonstrated ability to install, configure, and support telephony, network, or server infrastructure, with experience in LAN/WAN fundamentals, DNS, DHCP, and basic routing/switching concepts.
- • Excellent troubleshooting and problem-solving skills, with a methodical approach to isolating root causes across hardware, software, network, and application layers.
- • Willingness and ability to work in 24/7 rotational shifts, including weekends and holidays, to ensure continuous service coverage for global clients.
🏖️ Benefits
- • NICE-FLEX hybrid work model: 2 days in the office and 3 days remote per week, enabling optimal work-life balance while maintaining team collaboration and innovation through in-person interaction.
- • Access to endless internal career opportunities across multiple roles, disciplines, domains, and global locations, supported by NICE’s commitment to internal mobility and professional growth.
- • Opportunity to work with cutting-edge AI, cloud, and digital technologies as part of an innovation powerhouse consistently recognized as a market leader in CX, financial crime prevention, and public safety.
- • Comprehensive benefits package including health insurance, retirement plans, paid time off, and wellness programs aligned with NICE’s status as an equal opportunity employer committed to diversity, inclusion, and employee well-being.
- • Preferred certifications such as NICE Engage, CCNA, MCSE, AWS, Azure, VMWare, or Citrix are encouraged and may be supported through training reimbursement or exam vouchers.
- • Exposure to Fortune 100 clients and complex, large-scale voice infrastructure projects, providing unparalleled experience in enterprise-grade CX solutions used by the world’s most demanding organizations.
Skills & Technologies
AWS
Azure
Senior
Remote
About NICE Ltd.
NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.
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