דרושים Technical Support Engineer Cx 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

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

The Associate Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

• Technical Implementation:
  • Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
  • Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
  • Optimize and maintain multiple AI bots, including both generative and legacy models.
  • Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
  • Collaborate with project managers to design and oversee end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
  • Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
  • Provide subject matter expertise on NICE digital products and AI solutions during client consultations.
  • Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
  • Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 3+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

How will you make an impact?

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time.

Have you got what it takes?

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
• 5+ years' technical customer service experience, preferably in technical support.
• Minimum 3 years advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases.
• Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
• Effective time management and multitasking abilities in interrupt-driven environments.
• Proven ability to resolve escalated customer problems using internal and external resources.
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.

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.​

Manager, Technical Support
Individual Contributor