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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?
Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client’s NICE portal and integrating it into their business processes. They take primary responsibility for setting up and implementing technical systems and applications, leveraging configuration tools, programming knowledge, and project management expertise.
How will you make an impact?
- Collaborate with clients to gather requirements and design tailored implementation strategies.
- Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
- Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.
- Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.
- Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.
- Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.
- Document configuration steps, create process plans, and develop guides for specific products or features.
- Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.
- Provide feedback to the Product Management team to support product enhancements and client needs.
- Use project management and ticketing tools like Asana, Rocketlane, Salesforce, Jira, and Confluence to track and manage implementation workflows.
Have you got what it takes?
- Bachelor’s degree in Telecommunications, Computer Science, or a related field.
- 3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.
- Previous experience in project implementation, customer service, or technical support is required.
- Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.
- Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.
- Experience with APIs, webhooks, and integrating third-party systems.
- Familiarity with IVR systems and contact center workflows.
- Basic knowledge of Data Base and writing SQL queries
- Proficiency in troubleshooting and problem-solving in complex technical environments.
- Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Self-motivated with strong organizational and time management skills.
Preferred Skills:
- 2 years of experience working with the LiveVox or NICE CXone Product Line and Configuration Tools, or other contact center solution(s)
- Knowledge of cloud technologies and platforms (e.g., AWS, Azure).
- Experience in implementing digital channels such as Email, SMS, Chat, and Chatbot, etc.
- Certification in project management methodologies (e.g., PMP, Agile).
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.
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: 9805
Reporting into: Manager
Role Type: Individual Contributor
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.
Ready to apply?
Apply to NICE
Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of $2 billion, our technology protects 1 billion consumers and 90 billion transactions each year.
The Data Science Team within Customer Success is highly engaged with our clients making use of their critical thinking skills with a business-focused mentality and customer-facing attitude. They activate, maintain, and support clients, develop models and rules, and train & enable them. In addition, they work cross-functionally with other departments (e.g., Research, Product, Marketing) in a collaborative team spirit spanning the globe to ensure we deliver best in class risk prevention solutions. Being on the frontline of fighting crime and protecting people from financial harm is incredibly inspiring to each of us. Join Us!
Your Day to Day:
- Understanding the data which our clients provide to us;
- Cleaning that data and validating that it is correct;
- Preprocessing the data, usually by using a mixture of shell scripts and a programming language such as Python, Java, Scala, etc
- Iteratively computing features and tuning parameters to improve the quality of the model;
- Communicating your findings to the project manager and assisting him/her in decision making on the Data Science part of the project;
- Work together with key stakeholders (data scientists, engineers, risk managers) from our clients;
- Work with other parts of the organization (Product, Research, etc.) to improve processes, best practices and tooling.
You Have & You Know-how:
- MSc or PhD in Computer Science, Electrical Engineering, Statistics, Applied Mathematics, Physics or related field;
- Proficient in Machine Learning (training and testing, avoiding overfit, etc.);
- Knowledge of Big Data technologies such as Spark, Hadoop and related;
- Proficiency in bash, Python and either Java or Scala;
- Knowledge of resource monitoring and runtime optimization (both at JVM and OS level);
- Knowledge of statistics or data visualization is a plus;
- Knowledge of tree based algorithms (Random Forests, XGBoost, LGBM) is a plus;
- Knowledge of Deep Learning algorithms is a plus;
- Ability to communicate your findings in a clear way.
The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us!
#LI-remote #LI-BR1
Your First 30-Days at Feedzai:
You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!
Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Feedzai does not accept unsolicited resumes from recruiters or employment agencies.
Feedzai will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by Feedzai for 24 months following your application. Please see our Privacy Notice available at https://www.feedzai.com/legal/feedzai-candidate-privacy-policy/ and https://www.feedzai.com/legal/feedzai-california-candidates-privacy-policy/ for more information on how we process your personal data.
Ready to apply?
Apply to Feedzai
Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of $2 billion, our technology protects 1 billion consumers and 90 billion transactions each year.
The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential.
You:
As a Senior Product Support Engineer at Feedzai, you will serve as the first point of contact for our customers, resolving the most complex and escalated pre-production and post-production technical issues within our cloud-based financial crime prevention platform. This role requires a strong technical foundation, problem-solving mindset, and customer-centric attitude to ensure that customer issues are addressed promptly and effectively.
You’ll be expected to take full ownership of customer incidents, mitigate urgent problems, escalate appropriately to our engineering teams, and follow through until complete resolution. This position involves analyzing complex technical issues across Feedzai’s products , their interaction with customers’ infrastructure, and communicating with stakeholders across all levels of seniority. We are looking for professionals with experience across L1, L2, and L3 support levels—or with the technical capability to operate across these levels.
Your Day to Day:
- Serve as a technical expert on Feedzai’s products, resolving complex customer issues independently.
- Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.
- Manage customer communications effectively, including conference calls and status updates to stakeholders.
- Clearly document and communicate issue root causes, impacts, and resolution steps to internal and external stakeholders.
- Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.
- Serve as the primary technical liaison between Support and Engineering, driving root cause analysis (RCA) and ensuring efficient hand-offs for critical issues.
- Contribute to the continuous improvement of support documentation, including the creation of internal and external knowledge base articles.
- Translate customer feedback into actionable engineering requirements and collaborate with Engineering and Customer Success teams to prioritize enhancements.
- Regularly interact with internal tools and bug-fixing processes using Shell scripting, SQL, and/or Python.
- After 3–6 months, participate in the on-call rotation for handling high-priority issues during weekends (approximately one weekend every three weeks), with additional compensation.
- Serve as a mentor and escalation point for L1 support staff, providing technical guidance and peer review for incident resolution.
You Have & You Know-how:
- Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.
- 4–7 years of experience in a technical support, product support, or engineering role.
- Excellent written and verbal communication skills in English, with the ability to produce clear, professional customer-facing documentation (e.g., Root Cause Analysis reports).
- Ability to work autonomously in a fast-paced, dynamic environment.
- Strong technical foundation, with a solid understanding of programming concepts (development experience is a plus, but not required).
- Familiarity with UNIX/Linux systems.
- Understanding of Object-Oriented Programming principles (experience with Java is preferred).
- Hands-on experience with development tools such as Git, IDEs, and related utilities.
- Experience with databases, particularly Cassandra and SQL.
- Knowledge of distributed systems, high-availability architectures, and web technologies (especially REST APIs).
- Familiarity with cloud platforms such as AWS or GCP.
- Exposure to messaging systems like RabbitMQ or Kafka, and coordination tools such as Zookeeper.
#LI-Remote
Your First 30-Days at Feedzai:
You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!
Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Feedzai does not accept unsolicited resumes from recruiters or employment agencies.
Feedzai will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by Feedzai for 24 months following your application. Please see our Privacy Notice available at https://www.feedzai.com/legal/feedzai-candidate-privacy-policy/ and https://www.feedzai.com/legal/feedzai-california-candidates-privacy-policy/ for more information on how we process your personal data.
Ready to apply?
Apply to Feedzai
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Technical Account Manager
Responsibilities:
- Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
- Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
- Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
- Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
- Directly support and troubleshoot technical issues as needed.
- Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
- Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
- Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
- Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
- Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.
- 3-5 years of related experience in a consulting or project management role,
- 3 years in a software support role.
- Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
- In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
- Experience in technical writing and documentation.
- Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
- Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
- Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
- Willing to travel to client sites as required; able to work outside standard business hours.
- Excellent verbal and written communication skills.
- Team player, self-starter, able to manage multiple priorities and meet deadlines.
- Bachelor’s degree in a technical field and/or comparable industry certifications and experience
- Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
- Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
- Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
- Basic working knowledge API, HTML and Java scripting is a huge plus.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
The Telecom Engineer I is a specialized engineering professional responsible for building, testing, and maintaining the voice solutions that power the customer voice integrations and Five9 cloud contact center platform.
Key Responsibilities
A Five9 Telecom Engineer I focuses on the customer facing voice SIP trunk builds, architecture and operation of real-time communication systems, which includes:
- Developing high-quality, reliable, and high-performing voice applications across various platforms (desktop, web).
- Working with key technologies such as SIP, MPLS and VPN.
- Designing and optimizing low-latency voice pipelines and handling real-time streaming voice (RTP/SIP).
- Troubleshooting and resolving complex issues within the global voice platform.
- Collaborating with cross-functional teams (Product Managers, Global Solution Architects and Connectivity PMs) to deliver a seamless customer experience.
- Ensuring the platform is scalable, reliable, observable, and maintainable, following DevOps practices.
- Mentoring and training junior team members.
Required Skills and Qualifications
Typical requirements for a voice engineering role at Five9 include:
- Experience: 5+ years of industry experience in software development and troubleshooting VoIP systems.
- Technical Expertise: Expert-level knowledge of SIP call flows, routing algorithms, and carrier interoperability. Strong hands-on experience with real-time voice systems in C++, Java, or JavaScript. Ribbon SBC (5k, 7k, SWe), GSX (9000)
- Networking Knowledge: Deep understanding of telecommunication protocols (SIP, RTP, WebRTC).
- Problem-Solving: Strong debugging skills and experience with audio media analysis and troubleshooting tools like SIPp.
- Methodology: Experience working within Agile/Scrum teams.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Ready to apply?
Apply to Five9
Lead Quality Engineer - Automation
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Job Title: Lead Quality Engineer – Automation
About InfoTrust
InfoTrust is a global, privately-owned consulting and solutions agency dedicated to unlocking the power of data to drive marketing performance and business growth. We specialize in digital analytics, media enablement, and privacy-centric solutions that help the world’s largest brands optimize their marketing strategies. Our culture is built on passion, ownership, diversity, trust, respect, and continuous growth—values that have earned us multiple "best places to work" awards, including a Great Place to Work certification and recognition as the #1 place to work in Ohio.
About the Role
InfoTrust is seeking a Lead Quality Engineer – Automation to build and scale our quality engineering function from the ground up. As our first QA/QE hire in India, you will define automation strategy, establish best practices, and implement scalable testing frameworks that ensure the reliability, performance, and integrity of our SaaS solutions.
This is a high-impact, highly autonomous role. You won’t just execute tests—you will shape how quality is built into our engineering culture.
If you thrive in ownership, enjoy solving complex technical challenges, and want to build something foundational, this role is for you.
What You’ll Do
Build & Lead Automation Strategy
- Design, develop, and maintain scalable automation frameworks for functional, regression, API, and performance testing.
- Establish QA best practices, standards, and processes across teams.
- Drive automation-first quality strategy and continuously improve test coverage and reliability.
Engineering & Technical Execution
- Develop automated test suites using tools such as Selenium, PyTest, Cypress, Playwright, or similar.
- Integrate automated testing into CI/CD pipelines (Jenkins, GitHub Actions, Azure DevOps).
- Perform API testing using tools such as Postman, REST Assured, or equivalent frameworks.
- Validate and query data across SQL and NoSQL databases to support test scenarios and troubleshooting.
- Partner with engineering teams to ensure quality across microservices and cloud-native architectures (AWS, Azure, or GCP).
Collaboration & Quality Advocacy
- Collaborate closely with Product, Engineering, and DevOps to embed quality throughout the SDLC.
- Advocate for testability, observability, and continuous improvement.
- Identify risks early and drive proactive solutions.
You could be a great fit if:
- You have 3+ years of experience in test automation for web, API, or cloud-based systems.
- You have proficiency in one or more programming languages, such as Python, Java, or JavaScript.
- You have experience with cloud platforms (AWS, Azure, or GCP).
- You have a strong understanding of databases (PostgreSQL, MySQL, MongoDB, or similar) and the ability to write SQL.
- You have hands-on experience with CI/CD tools and version control (Git).
- You have a solid understanding of software testing principles, QA methodologies, and SDLC.
- You possess strong analytical and problem-solving skills.
- You have excellent communication and teamwork abilities.
- You have strong attention to detail with a passion for continuous improvement.
Bonus:
- You have a Bachelor’s degree in Computer Science, Engineering, or a related field.
- Experience with containerization and orchestration (Docker, Kubernetes).
- Familiarity with infrastructure as code and test environments in the cloud.
- Exposure to performance testing tools (e.g., JMeter, Locust).
- Knowledge of observability and monitoring tools (e.g., Datadog, Prometheus).
You shouldn’t apply if:
-
You prefer structured environments with predefined test plans rather than building strategy and frameworks independently.
-
You are primarily focused on manual testing.
-
You are uncomfortable working in a growing organization where processes are still evolving.
Why work here?
At InfoTrust, employees are deeply connected to our core values and have the opportunity to make a meaningful impact and be their best selves everyday. Our Core Values include:
- Earn Trust: Deliver on what you promise.
- Be Respectful: Don't be an a**hole.
- Promote Diversity: Seek understanding and be inclusive.
- Take Ownership: There is no "they.” Take initiative.
- Grow Every Day: Learn and apply.
- Contribute With Passion: Desire to do good. Give to grow.
At InfoTrust, we believe our success is someone else’s miracle. Giving back to the communities in which our team members live and work is a key part of who we are; we made this “official” with the formation of the InfoTrust Foundation, a registered 501(c)(3) nonprofit organization. Learn more here.
Diversity is one of our six core values at InfoTrust. InfoTrust is committed to a diverse workforce and we are an equal opportunity employer. We aim to hire strong, diverse teams built from different backgrounds, experiences, and identities. We are building an inclusive, supportive place for you to do the best work of your career. Job descriptions are not perfect, and we know you may not check every box. Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. Don’t let that be you—apply if you are interested!
Ready to apply?
Apply to InfoTrust