At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what's the role all about?
At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.
We are seeking an experienced and technically proficient
Senior Tech Support Engineer
to provide advanced support for
NICE NTR/NTR-X recording platforms
. The ideal candidate will possess deep expertise in
enterprise voice recording, compliance, and trading environments
, along with a solid understanding of
fraud detection and compliance frameworks
.
This role requires a strong background in
database management, SQL scripting, and systems troubleshooting
, coupled with the ability to collaborate across global teams and drive customer success for high-availability recording systems integrated with
Teams, Zoom, Avaya, Cisco, and IPC
.
How will you make an impact?
In this role, you will,
Enhance Customer Experience:
Deliver fast, accurate, and proactive resolutions for complex NICE NTR/NTR-X issues, ensuring customer confidence and satisfaction.
Drive Technical Excellence:
Apply deep technical expertise across
Teams, Zoom, Avaya, Cisco, IPC
, and trading integrations to resolve multi-layered system challenges efficiently.
Strengthen Compliance & Reliability:
Ensure recording solutions consistently meet
financial compliance and fraud detection requirements
, reinforcing system integrity.
Optimize Performance:
Use strong
database management and SQL scripting
skills to identify performance bottlenecks, optimize system health, and ensure stable operations.
Collaborate & Mentor:
Partner with R&D; and cross-functional teams to drive root cause analysis while mentoring junior engineers to uplift overall team capability.
Continuous Improvement:
Contribute to process enhancements, documentation, and automation initiatives to elevate overall support maturity and readiness.
Have you got what it takes?
Key Responsibilities:
Deliver
Level 3 / advanced technical support
for
NICE NTR/NTR-X




recording environments across enterprise deployments.
Diagnose and resolve complex issues related to
recording, playback, retention, and compliance integrations
.
Troubleshoot problems across multi-vendor ecosystems including
Microsoft Teams, Zoom, Avaya, Cisco, and IPC
.
Collaborate with
R&D;, Product Management, and Infrastructure
teams to identify root causes and ensure permanent resolutions.
Analyze
application logs, network traces (SIP/RTP), and system performance data
to isolate technical issues.
Perform
database management and SQL scripting
for data validation, performance tuning, and troubleshooting.
Ensure system stability and integrity through
proactive monitoring, patch validation, and upgrades
.
Support compliance and trading-related environments, ensuring adherence to
industry regulations.
Work closely with financial institutions on
fraud detection and voice data integrity investigations
.
Document technical findings, RCAs, and knowledge base articles to enhance operational readiness.
Mentor junior team members and foster a culture of excellence, ownership, and accountability.
Willingness to work in a
24x7 rotational support model
.
Required Skills & Experience:
5–10 years
of hands-on experience in enterprise support, preferably within
voice/compliance recording or trading systems
.
Proven expertise in
NICE NTR / NTR-X
product architecture, deployment, and troubleshooting.
Solid understanding of
trading platforms
and
financial communication ecosystems
.
Working knowledge of
fraud detection mechanisms
and
compliance regulations
relevant to voice data.
Proficiency in
Windows Server
,
networking (SIP, RTP, TLS, DNS)
, and
storage technologies
.
Proficiency in Cloud technologies (
Azure
and
AWS
).
Strong command over
databases (MYSQL, MS SQL)
with the ability to write and optimize
SQL scripts
and manage DB performance.
Experience with
log analysis, Wireshark captures, system health checks
, and automation tools.




Excellent collaboration skills, especially working alongside
R&D; and customer-facing teams
.
Demonstrated history of
driving ownership and delivering exceptional customer outcomes
Qualifications:
NICE certifications
(NTR, NTR-X, Engage) preferred.
Experience with
cloud-based deployments
(Azure, AWS) and
containerized environments
.
Familiarity with
financial compliance regulations
such as
MiFID II, FINRA, Dodd-Frank, and GDPR
.
Knowledge of
fraud detection systems
and
data retention controls
.
Scripting experience in
PowerShell, Python, or automation frameworks
.
What's in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: ****
Reporting into: Tech Manager
Role Type: Senior
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

📌 Senior Tech Support Engineer (Maharashtra)
🏢 NICE
📍 Maharashtra