Senior Engineer, GCC-Assurant

We are seeking a highly skilled Sr. Engineer to join our Quality Management team. This role is responsible for ensuring platform stability, providing architectural input across on-prem and cloud environments, and delivering Tier 3 escalation support for a suite of enterprise voice and analytics platforms. The ideal candidate will possess deep technical expertise, strong troubleshooting capabilities, and excellent communication skills to support platform operations and collaborate with internal and external stakeholders.

This position will be in Bangalore/Hyderabad at our India location.

What will be my duties and responsibilities in this job?

• Provide Tier 3 support for:
  • NICE Call Recording Application Suite – Engage, Policy Manager, Playback Portal (On Prem)
  • NICE/Nexidia Quality Center (On Prem)
  • NICE/Nexidia Analytics (SaaS)
  • NICE/Nexidia Enlighten (SaaS)
  • NICE/Nexidia QC – Heat maps, Dashboards (SaaS)
  • NICE IEX Suite – WFM, EEM, Webstation (SaaS)
  • Intradiem (SaaS)
• Manage pre-production and production deployments, configurations, and testing, adhering to best practices.
• Author and maintain detailed technical documentation including solution designs, platform configurations, cost analysis, troubleshooting guides, and operational procedures.
• Act as a technical lead during vendor escalations and manage vendor relationships.
• Participate in a 24x7 on-call rotation for operational support
• Collaborate with internal teams (network, security, compliance, product owners, business ops) and external partners (cloud vendors, telecom providers).
• Develop and maintain internal training materials and technical procedures.
• Support project management teams with deployment and integration of Quality Management solutions.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

What are the requirements needed for this position?

Required Skills & Experience:

• Minimum 5 years of experience in IT Quality Management (Call Recording, Analytics, QA, Workforce Management).
• Strong hands-on experience with:
  • NICE Call Recording, IEX Workforce Management
  • NICE/Nexidia Analytics, Enlighten, and Quality Central
  • Cisco IP Telephony
• Expertise in troubleshooting, reporting, and administration of NICE and NICE/Nexidia platforms.
• Proficiency in SQL for troubleshooting and data analysis.
• Experience in enterprise voice engineering environments.
• Strong root cause analysis and problem-solving skills.
• Ability to communicate technical concepts and best practices effectively to stakeholders.

Qualifications:

• Associate degree or equivalent experience required; Undergraduate degree preferred.
• Proven ability to make informed decisions regarding technology and design choices.
• Excellent written and verbal communication skills.
• Strong organizational, prioritization, and relationship-building abilities.
• Self-starter with the ability to work independently under pressure and tight deadlines.

Work Schedule:

• Standard 8-hour shifts, Monday to Friday
• Participation in on-call rotation
• Availability for off-hour upgrades, patches, and troubleshooting
• Team meetings are video calls.