דרושים Team Lead Customer Service Engineer / Technical Support ב-Nice ב-Philippines, Manila

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.

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.​

Individual Contributor

How will you make an impact?

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NICE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise : Leverage deep knowledge of NICE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NICE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NICE products and services.
• Continuous Improvement: Contribute to the development and improvement of NICE products and services by identifying and recommending enhancements based on client feedback.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

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.​

Individual Contributor

The WFM Supervisor works within the WFM department. The WFM supervisor has an executive role in a hierarchical management structure. In virtually all cases, this involves managing WFM Planners, WFM Schedulers, WFM RTA/Traffic.

In the case of this, position is reporting to a WFM Manager, the role predominantly deals with the human side of management and has a more indirect responsibility for the performance of the department.

A good knowledge of the WFM process (particularly the part where the team members (reports) are responsible for) and Customer Care/Call Centers, Proficient at communicating at different levels and coaching skills are required and essential for this position.

Have you got what it takes?

• Minimum of 5 years in contact center workforce role.
• Master’s degree any direction OR Bachelor level with relevant direction (mathematics, statistics, economics, informatics)
• Knowledge about COPC is preferred
• LEAN 6sigma is preferred
• Coaching and employee development skills
• Punctual and accurate work methods
• Convincing and influencing skills
• Customer orientated
• Organization awareness
• Strong communication skills (on different levels within the organization)
• Initiative
• Good knowledge of contact centre procedures
• MS Office and specifically Excel
• Knowledge of the area of responsibility
• Flexible
• Basic analytical/mathematical skills
• Advanced Written and verbal communication skills (included English)

WFM Manager
Individual Contributor

So, what’s the role all about?

• Lead the Field Readiness program and its related activities: field requirements and feature impact, documentation, training and operational tools readiness, certification, manage in-house Alpha site, close monitoring and reporting of first solution deployments.
• Improve product Serviceability and Supportability capabilities by proactively collect field feedback, identify and prioritize required product Serviceability requirements, drive Products Serviceability and Supportability scope and roadmap, track and communicate ROI and efficiency, ensure field ability to handle deployments and support the product.
• Serve as Subject Matter Expert (SME):mtechnical advisor for knowledge transfer, Expert Testing, participation in first product deployments, track the maturity of products, work with Product and R&D
• Having comprehensive 360 degrees view on the product, allow transparency and effective ongoing communication between Services, Support, and Product House.

How will you make an impact?

• Project & program management methodology skills: Highly organized, process oriented approach, ability to plan ahead, closely manage timelines and deliverables, advance and ensure success for multi-tasking activities
• Excellent management, interpersonal, presentation and communication skills, both written and verbal, including effective public presentation to senior management and other audiences.
• Proven Ability to influence without authority, ability to work effectively in a matrix and undefined environment.
• Self-motivated to strive for professional excellence in all aspects of work.
• Team Player, Assertive, responsible and reliable
• Analytics skills, detail- and resolution driven.

Have you got what it takes?

• B.Sc in Industrial Engineering/Computer science or equivalent
• Minimum 5 years proven experience working as a Project Manager/Program Manager
• Deep Technical orientation with the ability to understand complex cloud platforms.
• Background and understanding of Service & Support organization processes and needs.
• Experience with Product Serviceability.
• Strong understating of SDLC
• Experience and exposure to NiCE Products - advantage
• Development background – advantage
• Minimum 3 years' experience in a global corporate organization
• Fluency in English language

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.​

Director, Service Enablement
Individual Contributor

Key Responsibilities:

• Provide advanced Level 2/3 technical support for software, hardware, or network-related issues.
• Troubleshoot complex incidents using tools, logs, remote diagnostics, and escalation procedures
• Knowledge of Active Directory Users and Computers
• Apple Mac configuration & troubleshooting.
• Experience with Office 365 and Mac client support
• Laptop preparation for New Joiner/Replacement/Future Requirement
• New Joiner IT onboarding /Offboarding for PH and APAC region
• Maintain IT inventory.
• Maintain detailed documentation of issues, troubleshooting steps, and final resolutions
• Monitor support SLAs and ensure issues are resolved within defined timelines

Requirements:

Bachelor’s degree in computer science, Information Technology, Engineering, or related field.

Experience:

• Minimum 9-10 years of experience in technical support, system administration, or IT
• Experience in customer-facing roles, cross regions environments.

Technical Skills:

• Proficient in Windows/MAC and Linux administration.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira)
• Strong understanding of troubling windows issues

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and prioritize effectively.
• Customer-first mindset and commitment to delivering high-quality service.

Individual Contributor