At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.
Voice Engineer
Location: Taguig City
As a Voice Engineer, a Typical Day Might Include the Following
- Work tickets via web-based ticketing system, email, voice, and chat
- Ensure all tickets are properly assigned
- Complete standard text template for case
- Validate prioritization and monitor communications to users of progress
- Keep clear and thorough records in the ticketing system of all actions taken
- Escalate incidents when necessary
- Troubleshoot SIP and TDM services.
- Opens and monitors incidents created with tier 1 carriers and 3rd party providers
- Pulls and analyzes logs for troubleshooting
- Regularly works flexible schedule and on-call services
To Land This Gig You'll Need:
- Associates degree or equivalent work experience in telecommunications or Networking or equivalent work experience required.
- 3+ years work experience in a customer service field, preferably in a technical support capacity.
- Excellent technical, troubleshooting, and analytical skills
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essentials.
- Entry-level understanding of PRI signaling protocols and capabilities
- Entry-level understanding of SIP call setups and response codes
- Must be familiar with network devices Switch's (layer 2) and Routers (Layer 3)
- NAT/PAT understand of functions and limitations
Bonus Experience:
- Experience in a technical support role in the Telecommunications environment
- IP Telephony /Telecommunications experience
- Session Border Controller (SBC) (Acme, Sonus, Audio Codes, Edgemarc, CUBE, Etc.)
- Cisco Certified Network Associate (CCNA)
- Unix/Linux knowledge
About NICE
NICELtd. (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 crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+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.
