Lead Infrastructure Engineer

Job responsibilities

• Serve as the technical lead and SME for NICE NTR-X deployment, configuration, and support.
• Lead a team of platform engineers, setting priorities, providing mentorship, and driving delivery.
• Partner with product, compliance, and architecture teams to ensure regulatory and operational requirements are met.
• 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 optimize platform usage.
• Own the platform lifecycle from proof of concept, to certification, deployment, upgrades, and sunsetting.
• Oversee observability, monitoring, and platform health, ensuring reliable capture and export of recordings.
• Drive automation and platform efficiency, reducing manual tasks and operational risk.
• Work closely with compliance and architecture leaders on innovative recording strategies.

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure disciplines and 5+ years applied experience
• Hands on experience in platform engineering or infrastructure roles, with at least 3 years in a leadership position.
• Proven, hands-on experience with NICE NTR-X, Calabrio, ASC, Ring Central or Verint, including setup, support, and customization.
• Strong understanding of VoIP protocols (SIP, RTP), API s, telephony systems, and call capture workflows.
• Experience in regulatory or compliance-driven environments, especially in the financial services industry.
• Deep knowledge of resiliency patterns, high availability, and scalable system design.
• Comfortable working across Linux environments, with scripting (e. g. , Python, Bash), APIs, and automation tools.
• Excellent communication and stakeholder management 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, containerization (Docker/Kubernetes), and CI/CD pipelines.
• Prior experience managing vendor relationships or leading platform certifications.

Job responsibilities

• Serve as the technical lead and SME for NICE NTR-X deployment, configuration, and support.
• Lead a team of platform engineers, setting priorities, providing mentorship, and driving delivery.
• Partner with product, compliance, and architecture teams to ensure regulatory and operational requirements are met.
• 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 optimize platform usage.
• Own the platform lifecycle from proof of concept, to certification, deployment, upgrades, and sunsetting.
• Oversee observability, monitoring, and platform health, ensuring reliable capture and export of recordings.
• Drive automation and platform efficiency, reducing manual tasks and operational risk.
• Work closely with compliance and architecture leaders on innovative recording strategies.

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure disciplines and 5+ years applied experience
• Hands on experience in platform engineering or infrastructure roles, with at least 3 years in a leadership position.
• Proven, hands-on experience with NICE NTR-X, Calabrio, ASC, Ring Central or Verint, including setup, support, and customization.
• Strong understanding of VoIP protocols (SIP, RTP), API s, telephony systems, and call capture workflows.
• Experience in regulatory or compliance-driven environments, especially in the financial services industry.
• Deep knowledge of resiliency patterns, high availability, and scalable system design.
• Comfortable working across Linux environments, with scripting (e. g. , Python, Bash), APIs, and automation tools.
• Excellent communication and stakeholder management 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, containerization (Docker/Kubernetes), and CI/CD pipelines.
• Prior experience managing vendor relationships or leading platform certifications.