L3 Voice Engineer (NICE CX Specialist)

A leading global technology provider is excited to hire a L3 Voice Engineer in Malaysia to lead enterprise contact center solutions across the region. This hybrid position offers you the opportunity to the SME for enterprise contact centre platforms, owning everything from architecture and advanced troubleshooting to platform optimisation and L3 escalation. Expect a collaborative team that values technical excellence, knowledge-sharing and flexible hybrid working arrangements.

What you'll do:
As a Level 3 Voice Engineer NICE CX Specialist you will be responsible to:

• Oversee the complete lifecycle management of NICE CXone and NICE Engage platforms, including design, configuration, upgrades, patching, migrations and environment enhancements across both cloud-based and on-premises deployments.
• Architect and maintain interactive voice response (IVR), automatic call distribution (ACD), call flows, skills-based routing systems, and workforce integrations to optimise operational efficiency.
• Lead the planning and execution of high availability (HA) and disaster recovery (DR) architectures by designing redundancy models and conducting regular failover testing to ensure business continuity.
• Act as the ultimate escalation point for Level 1 and Level 2 teams as well as vendors when addressing complex incidents related to SIP signalling, RTP/media path issues, voice quality concerns such as jitter or latency, call recording failures, or API/CRM integration challenges.
• Perform thorough root cause analysis (RCA) on critical incidents, implement permanent fixes, and drive preventive actions to enhance platform stability.
• Integrate NICE platforms with IP-PBX/UC systems like Cisco or Avaya, CRM solutions such as Salesforce or ServiceNow, workforce management tools, analytics modules, recording systems, and quality management components.
• Manage SIP trunking configurations and coordinate with carriers using session border controllers (SBCs) from leading vendors such as Oracle or AudioCodes to enable seamless connectivity.
• Enable and maintain omnichannel services including voice, chat, email, and digital channels that are tailored to organisational needs based on deployed NICE modules.
• Monitor key system health indicators such as availability, capacity utilisation, call quality metrics, routing effectiveness; proactively optimise routing logic and reporting dashboards to improve customer journeys.
• Develop comprehensive documentation including high-level designs (HLD), low-level designs (LLD), standard operating procedures (SOPs), runbooks for L1/L2 teams; ensure compliance with security policies regarding access control, logging practices, data retention requirements.

What you bring:
To excel as a Level 3 Voice Engineer NICE CX Specialist requires:

• Demonstrated experience spanning at least 5-8 years within enterprise contact centre or voice technology environments where you have taken ownership of production support responsibilities.
• Extensive hands-on expertise working with NICE CXone or NICE Engage platforms including deployment of associated modules and proven ability to manage large-scale environments supporting hundreds of agents.
• In-depth understanding of SIP signalling processes such as proficiency in troubleshooting RTP/media path issues and familiarity with TCP/IP networking concepts relevant to voice communications.
• Comprehensive knowledge of quality-of-service (QoS) mechanisms for voice traffic prioritisation; experience managing VLANs/WANs; adept at identifying root causes behind voice quality degradation such as jitter or packet loss.
• Proven track record configuring session border controllers (SBCs) from major vendors like Oracle or AudioCodes; skilled at resolving media negotiation challenges including SIP normalisation or secure transport protocols like TLS/SRTP.
• Experience integrating contact centre platforms with third-party systems such as IP-PBX/UC solutions (Cisco/Avaya/Microsoft Teams), CRM applications (Salesforce/ServiceNow/Dynamics), workforce management tools or analytics engines.
• Familiarity with call recording ecosystems including analytic modules and workforce optimisation strategies aimed at improving agent performance outcomes.
• Exposure to scripting/integration techniques using REST APIs/JSON/webhooks/log parsing is advantageous but not mandatory; understanding cloud contact centre architectures or identity federation concepts (SAML/OIDC) is beneficial.
• Awareness of IT service management best practices encompassing incident/problem/change management processes; commitment to maintaining operational readiness through effective governance structures.
• Preferred certifications include NICE CX credentials (CXone/Engage tracks), CCNP Collaboration or equivalent voice/unified communications qualifications; ITIL v4 certification is desirable.

What's next:
If you are ready to take your expertise in voice engineering to new heights within an empowering team environment in Kuala Lumpur—this is your moment!

Apply today by clicking on the link provided—your next rewarding career move awaits!

Robert Walters SEA is acting as an Employment Business in relation to this vacancy.