Senior Traffic Management, CX

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?

The Lead, Traffic Management is responsible for managing voice traffic across NICE's voice network, ensuring optimal resource utilization. Expert in voice infrastructure, capable of troubleshooting and resolving complex network and telephony issues. Analyzes voice traffic and assists in planning and organizing related activities. Possesses deep knowledge of business applications and call flows.

How will you make an impact?

• Builds and manages routing schemes for Toll-Free and Termination traffic to ensure efficient network performance.
• Monitors traffic to ensure it meets expected routes, using reporting and troubleshooting to address issues.
• Handles carrier routing issues, including risk mitigation, cost analysis, and restoration of services.
• Provides carrier traffic forecasts to anticipate and manage network demands.
• Collaborates with vendors for problem resolution and status updates.
• Works with business partners to address issues, support projects, and handle work requests.
• Performs data profiling to identify and correct anomalies, preventing revenue loss.
• Sends monthly target rate profiles to carriers to secure competitive pricing.
• Monitors carrier traffic capacity and initiates necessary augments.
• Develops and maintains Microsoft Power BI reports and Telelink-7 for data reporting.
• Process and load rate decks to Sonus/Ribbons SBCs for optimal routing.
• Acts as a technical resource for colleagues and may lead teams or projects, particularly in complex situations.

Have you got what it takes?

• Bachelor's Degree in Telecommunications, Information Systems Management, or equivalent work experience.
• 3+ years of experience with TDM and SIP networks at the enterprise or carrier level.
• Strong knowledge of LAN/WAN technologies and VOIP capacity planning.
• Expertise in SIP Trunks, carrier trunking, centralized voice architecture, and session border controllers.
• Hands-on experience with configuring and testing TDM and SIP circuits and equipment.
• Proficient in voice protocols like SIP, H323, MGCP, and SCCP.
• Skilled in troubleshooting SIP call issues, analyzing call traces, and resolving TDM/PSTN problems.
• Experienced in voice traffic analysis, trunk recommendations, and proficient with MS Office and Visio.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

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.