Senior Professional Services Engineer - Communication Protocols

About the Role :

We are looking for an experienced Senior Professional Services Engineer (NTRX) to join our Delivery & Engineering team. The role focuses on the remote installation, implementation, configuration, integration, and support of enterprise recording and compliance solutions for leading banking and financial services customers.

The ideal candidate will possess strong expertise in NiCE NTR-x or similar recording platforms (Verint, etc.), telephony technologies, networking, Windows infrastructure, and customer-facing project delivery. The engineer will collaborate closely with Architects, Project Managers, R&D, Customer Support teams, and client stakeholders throughout the complete project lifecycle.

Key Responsibilities :

• Install, configure, integrate, and upgrade NiCE NTR-x recording solutions in customer environments.

• Perform solution implementation on Windows Server and cloud-based platforms following enterprise standards and project methodologies.

• Support end-to-end delivery activities including solution design, configuration, testing, UAT support, validation, and go-live.

• Troubleshoot complex issues related to IP/SIP communications, telephony integrations, networking, and application performance.

• Work with customer teams and third-party vendors to configure integration points across PBX, ACD, Microsoft Teams, Amazon Connect, and related platforms.

• Analyze packet captures, logs, and system diagnostics using Wireshark and other network analysis tools.

• Provide technical leadership during customer discussions, implementation workshops, and project review meetings.

• Coordinate with Support and R&D teams for issue escalation, root-cause analysis, and resolution.

• Maintain proactive communication on project progress, risks, and technical updates.

• Support occasional after-hours, weekend, and cross-time-zone implementation activities when required.

Required Skills & Experience :

• 5 - 10 years of experience in Professional Services, Implementation, Solution Delivery, or Technical Consulting roles.

• Hands-on experience with NiCE NTR-x, Verint, or other enterprise recording solutions.

• Strong knowledge of Microsoft Windows Server / Windows OS administration.

• Solid understanding of IP, SIP, RTP, VoIP, and telephony architectures.

• Strong networking fundamentals including OSI model, TCP/UDP, LAN/WAN, switches, routers, and NICs.

• Experience using Wireshark, packet analysis tools, and log troubleshooting techniques.

• Working knowledge of SQL and basic scripting (Shell / PowerShell preferred).

• Excellent customer-facing communication and stakeholder management skills.

• Prior experience working with Banking or Financial Services customers is mandatory.

Preferred Skills :

• Integration experience with Avaya, Cisco, Microsoft Teams, and Amazon Connect.

• Exposure to AWS, Azure, VMware, and Citrix environments.

• Knowledge of LDAP, SSO, Active Directory, DNS, Group Policy, HA/DR architectures, and database migrations.

• Experience with Microsoft SQL Server (2012+) administration.

Certifications (Good to Have) :

• MCP / MCSE

• CCNA

• VMware Certification

• Citrix Certification

• AWS or Azure Certification