Senior Traffic Management, CX

NICE•Sandy, UT

About The Position

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.

Requirements

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.

Responsibilities

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.
Processes and loads 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.