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 experienceHands 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 skillsExperience 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.