Lead Infrastructure Engineer - NICE NICE NTR-X Verint VOIP AWS

JPMorganChase; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

JPMorganChase is seeking a Lead Infrastructure Engineer to join the Employee Platforms team in Bengaluru. You will apply deep knowledge of infrastructure, cloud, and AI-enabled workflows to improve performance and resilience across critical platforms.

You will lead architectural changes, collaborate with vendors, and ensure security and auditability in all deployments, while guiding teams through complex problems and cross-functional initiatives.

Qualifications

• Formal training or certification on infrastructure engineering concepts and 5+ years applied experience.

Responsibilities

• Applies technical expertise and problem-solving methodologies to projects of moderate scope and executes creative solutions for design, development, and technical troubleshooting for problems of moderate complexity.
• Uses enterprise-authorized AI capabilities within the work environment to accelerate infrastructure analysis and design documentation, validating outputs and handling operational data according to sensitivity and security requirements.
• Drives a workstream or project consisting of one or more infrastructure engineering technologies and works with other platforms to architect and implement changes required to resolve issues and modernise the organization and technology processes.
• Strongly considers upstream and downstream data and systems or technical implications and advises on mitigation actions.
• Applies reuse-first, AI-assisted practices within delivery and automation routines to identify recurring issues and validate remediation options, ensuring changes are traceable/auditable and aligned to resiliency and security expectations.

Skills

Infrastructure engineering

AI-assisted workflows

Technical leadership

SIP/RTP VoIP

Cloud platforms (AWS/Azure)

Security & auditability

Tools

NICE NTR-X

Calabrio

ASC

Ring Central

Global Relay

Thetalake

Smarsh

Verint

Docker

Kubernetes

MS Teams

Unigy

Cisco

Zoom

Job description

Job Description:

Assume a vital position as a key member of a high-performing team that delivers infrastructure and performance excellence. Your role will be instrumental in shaping the future at one of the worlds largest and most influential companies.

As a Lead Infrastructure Engineer at JPMorganChase within the Employee Platforms team you apply deep knowledge of software, applications, and technical processes within the infrastructure engineering discipline. Continue to evolve your technical and cross-functional knowledge outside of your aligned domain of expertise.

Job responsibilities

• Applies technical expertise and problem-solving methodologies to projects of moderate scope and executes creative solutions for design, development, and technical troubleshooting for problems of moderate complexity
• Uses enterprise-authorized AI capabilities within the work environment to accelerate infrastructure analysis and design documentation, validating outputs and handling operational data according to sensitivity and security requirements.
• Drives a workstream or project consisting of one or more infrastructure engineering technologies and works with other platforms to architect and implement changes required to resolve issues and modernise the organization and technology processes
• Strongly considers upstream and downstream data and systems or technical implications and advises on mitigation actions
• Applies reuse-first, AI-assisted practices within delivery and automation routines to identify recurring issues and validate remediation options, ensuring changes are traceable/auditable and aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure engineering concepts and 5+ years applied experience
• Deep knowledge of one or more areas of infrastructure engineering such as: hardware, networking terminology, databases, storage engineering, deployment practices, integration, automation, scaling, resilience or performance assessments
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support infrastructure engineering workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted recommendations before implementation, escalating when uncertain and ensuring outcomes align to resiliency, security, and auditability expectations.
• Serve as the technical lead and SME for NICE NTR-X deployment, configuration, and support.
• Define and implement best practices for voice capture, data retention, failover, and resiliency using NICE NTR-X.
• Collaborate with vendors (including NICE) to troubleshoot issues, influence roadmaps, and optimise platform usage.
• Proven experience designing and managing infrastructure on AWS and/or Azure, including networking, storage, compute, security, and compliance frameworks.
• Hands-on expertise with at least one of: NICE NTR-X, Calabrio, ASC, Ring Central, Global Relay, Thetalake, Smarsh, or Verint, including setup, configuration, troubleshooting, and customization.
• Strong understanding of VoIP protocols (SIP, RTP), API integration, telephony systems, and call capture workflows
• Deep knowledge of cloud infrastructure and multiple cloud technologies with the ability to operate in and migrate across public and private clouds

Preferred qualifications, capabilities, and skills

• Experience integrating NICE NTR-X, Calabrio, ASC, Ring Central or Verint with platforms like MS Teams, Unigy, Cisco, or Zoom.
• Familiarity with cloud-based recording solutions or hybrid architectures.
• Background in DevOps practices, containerisation (Docker/Kubernetes), and CI/CD pipelines.
• Prior experience managing vendor relationships or leading platform certifications.