Nice Admin

Satcon Technologies; Hyderabad, Chennai, Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Job summary

Satcon Technologies in Bangalore is seeking a Telephony (NICE Admin) & CCaaS Engineer with 8+ years of enterprise experience. The role covers design, architecture, implementation, automation and operations of telephony and CCaaS across cloud, hybrid and on-prem environments.

You will lead multi-vendor integrations (NICE, Amazon Connect, Genesys, etc.), ensure high availability, and drive migrations, APIs, and analytics integrations with CRM systems like Salesforce.

Qualifications

• 4-8 years of enterprise telephony and voice engineering experience.
• Hands-on across multiple telephony/CCaaS platforms (not single vendor).
• Deep expertise in SIP, RTP, SBCs, voice gateways, PSTN, and carrier interconnects.
• Strong cloud telephony experience (AWS/Azure/GCP) with CCaaS workloads.
• Proven experience leading large-scale migrations and platform transformations.
• Advanced troubleshooting using packet captures, SIP traces, vendor logs.
• Experience with API-based integrations and automation.
• Global contact centre experience with multi-region failover.
• Ability to act as technical authority for voice architecture decisions.
• NICE CXone, Amazon Connect, Genesys Cloud knowledge.
• Infra automation with Terraform/CloudFormation.
• HIPAA compliance in healthcare telephony.
• Cloud or telephony certifications.

Responsibilities

• Own end-to-end telephony and CCaaS architecture across cloud, hybrid, and on-prem environments
• Design highly available, fault-tolerant voice architectures including SIP, SBCs, carriers, and PSTN connectivity
• Lead multi-vendor CCaaS integrations and coexistence strategies (e.g., NICE, Amazon Connect, Genesys, Cisco, Avaya, Five9, Zoom, RingCentral)
• Provide deep hands-on configuration and engineering of ACD, IVR, call flows, WFM, QM, call recording, and interaction analytics
• Design IVR and routing strategies based on customer journey, operational efficiency, and business KPIs
• Lead cloud telephony migrations, platform transitions, and vendor exit strategies
• Integrate telephony platforms with CRMs (Salesforce) and enterprise systems using APIs, Lambda, webhooks, and middleware
• Troubleshoot complex voice issues including SIP call flow failures, latency, jitter, codec mismatches, and carrier outages
• Own incident management, RCA, corrective actions, and proactive resiliency improvements
• Define and maintain telephony standards, security controls, and compliance requirements
• Drive automation and infrastructure‑as‑code practices for telephony and CCaaS
• Maintain detailed documentation, HLD/LLD, runbooks, workflows, and operational SOPs

Skills

Telephony experience

Multi-vendor CCaaS

SIP/RTP/SBCs

Cloud telephony

Platform migrations

Troubleshooting

API integrations

Global CC experience

Voice architecture

NICE/Amazon/Genesys

Infra automation

HIPAA compliance

Certifications

Job description

Role: Telephony (NICE Admin) & CCaaS Engineer

Exp: 8+ yrs

Location: Bangalore

Work Mode: Hybrid

N.P: Immediate to 30 days

Job Description:

The Telephony & CCaaS Engineer is a engineering role responsible for the design, architecture, implementation, automation, and operational excellence of enterprise telephony and contact centre platforms across multiple vendors (cloud and on-prem). This role goes beyond single-platform administration and requires deep hands‑on expertise across telephony, SIP, carriers, cloud‑native CCaaS, resiliency, and integrations.

Roles & Responsibilities:

• Own end-to-end telephony and CCaaS architecture across cloud, hybrid, and on‑prem environments
• Design and implement highly available, fault‑tolerant voice architectures including SIP, SBCs, carriers, and PSTN connectivity
• Lead multi‑vendor CCaaS integrations and coexistence strategies (e.g., NICE, Amazon Connect, Genesys, Cisco, Avaya, Five9, Zoom, RingCentral)
• Provide deep hands‑on configuration and engineering of ACD, IVR, call flows, WFM, QM, call recording, and interaction analytics
• Design IVR and routing strategies based on customer journey, operational efficiency, and business KPIs
• Lead cloud telephony migrations, platform transitions, and vendor exit strategies
• Integrate telephony platforms with CRMs (Salesforce) and enterprise systems using APIs, Lambda, webhooks, and middleware
• Troubleshoot complex voice issues including SIP call flow failures, latency, jitter, codec mismatches, and carrier outages
• Own incident management, RCA, corrective actions, and proactive resiliency improvements
• Define and maintain telephony standards, security controls, and compliance requirements (HIPAA / TRAI where applicable)
• Drive automation and infrastructure‑as‑code practices for telephony and CCaaS
• Maintain detailed documentation, HLD/LLD, runbooks, workflows, and operational SOPs

Skills & Qualifications Must Have:

• 4-8 years of enterprise telephony and voice engineering experience
• Demonstrated hands‑on experience across multiple telephony / CCaaS platforms (not single‑vendor only)
• Deep expertise in SIP, RTP, SBCs, voice gateways, PSTN, and carrier interconnects
• Strong cloud telephony experience (AWS, Azure, or GCP – especially CCaaS workloads)
• Proven experience leading large‑scale migrations and platform transformations
• Advanced troubleshooting skills using packet captures, SIP traces, and vendor logs
• Strong experience with API‑based integrations and automation
• Global contact centre experience with multi‑region failover
• Ability to act as technical authority for voice architecture decisions

Skills & Qualifications – Good to Have:

• NICE CXone, Amazon Connect, Genesys Cloud, or equivalent advanced platform expertise
• Experience with Terraform, CloudFormation, or infrastructure automation
• Healthcare telephony compliance experience (HIPAA, call recording, retention)
• Cloud or telephony certifications