Lead Infrastructure Engineer - NICE NTR-X, Calabrio, ASC, Ring Central, or Verint

Job Description
We are seeking a hands-on Vice President of Infrastructure Engineering to lead and grow a team, high-impact engineering team focused on capture platforms. The ideal candidate will bring deep technical expertise in NICE NTR-X, Calabrio, ASC, Ring Central or Verint, and a strong background in infrastructure engineering, voice capture, QM and regulatory compliance.
As a Lead Infrastructure Engineer at JPMorgan Chase within the Employee Platforms team, you will be responsible for providing technical leadership and hands-on execution in deploying, configuring, and integrating NTR-X solutions for global capture platforms. Your role is crucial in maintaining resilient, scalable, and compliant voice capture services across our infrastructure.
Job responsibilities

• Serve as the technical lead and SME for NICE NTR-X deployment, configuration, and support.
• Lead a team of platform engineers, setting priorities, providing mentorship, and driving delivery.
• Partner with product, compliance, and architecture teams to ensure regulatory and operational requirements are met.
• Define and implement best practices for voice capture, data retention, failover, and resiliency using NICE NTR-X.
• Collaborate with vendors (including NICE) to troubleshoot issues, influence roadmaps, and optimize platform usage.
• Own the platform lifecycle-from proof of concept, to certification, deployment, upgrades, and sunsetting.
• Oversee observability, monitoring, and platform health, ensuring reliable capture and export of recordings.
• Drive automation and platform efficiency, reducing manual tasks and operational risk.
• Work closely with compliance and architecture leaders on innovative recording strategies.

Required qualifications, capabilities, and skills

• Formal training or certification on infrastructure disciplines and 5+ years applied experience
• Hands on experience in platform engineering or infrastructure roles, with at least 3 years in a leadership position.
• Proven, hands-on experience with NICE NTR-X, Calabrio, ASC, Ring Central or Verint, including setup, support, and customization.
• Strong understanding of VoIP protocols (SIP, RTP), API's, telephony systems, and call capture workflows.
• Experience in regulatory or compliance-driven environments, especially in the financial services industry.
• Deep knowledge of resiliency patterns, high availability, and scalable system design.
• Comfortable working across Linux environments, with scripting (e.g., Python, Bash), APIs, and automation tools.
• Excellent communication and stakeholder management skills.

Preferred qualifications, capabilities, and skills

• Experience integrating NICE NTR-X, Calabrio, ASC, Ring Central or Verint with platforms like MS Teams, Unigy, Cisco, or Zoom.
• Familiarity with cloud-based recording solutions or hybrid architectures.
• Background in DevOps practices, containerization (Docker/Kubernetes), and CI/CD pipelines.
• Prior experience managing vendor relationships or leading platform certifications.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.