Voice recording Engineer

The role is responsible for the implementation, configuration, and support of call recording, speech analytics, and Workforce Management (WFM) solutions. This includes hands-on engineering, vendor coordination, testing, performance support, and post-production stabilization until solutions are formally transitioned to Level 2 and Level 3 production support teams. The ideal candidate will have strong technical depth, be comfortable operating independently, and demonstrate excellent communication and documentation skills while working in a highly regulated enterprise environment.

• 5 years of hands-on experience implementing and supporting call recording platforms, speech analytics solutions, and Workforce Management (WFM) systems.
• Strong foundation in programming fundamentals.
• Experience with system configuration, integration, and release management.
• Ability to quickly learn new systems, technologies, and business processes.
• Excellent written and verbal communication skills, including technical documentation.
• Solid understanding of computer networking concepts and SQL (basic to intermediate).
• Experience deploying solutions using formal production delivery and release processes.
• Ability to work independently while also collaborating effectively in a team environment.

• Linux operating system experience.
• Workforce Management (WFM) system implementation experience.
• Performance engineering and monitoring tools.

• Analyze business and technical requirements to develop accurate technical effort estimates.
• Collaborate with Project Management to define technical tasks and milestones for inclusion in project plans.
• Coordinate implementation activities with vendor partners (e.g., NICE).
• Install, configure, and update call recording, speech analytics, and WFM systems.
• Perform unit testing of implemented solutions and conduct performance and load testing as required.
• Provide production support through go-live and stabilization phases.
• Design and implement monitoring solutions in collaboration with L2 and L3 support teams.

• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Opportunities for professional development and growth.

For immediate consideration, please click APPLY to begin the screening process with Alex.