Senior Services Engineer

3 weeks ago

Pune, Maharashtra, India Incontact Full time
Job Description

How will you make an impact

- Position reports on a day-to-day basis to MOS Manager.
- Knowledge of NICE solutions - Engage/NTR
- Work directly with clients System Engineers to support the NICE infrastructure across the customer s organization globally.
- Create record of the case and performing remediation in accordance to the severity of the case.
- Provide L1/L2/L3 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
- Assist clients Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
- Document and maintain NICE system specifications (Site Documentation) across all sites.
- Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
- Perform MAC (Move/Add/Change) jobs
- Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
- Perform NICE system maintenance across all sites as required.
- The MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
- Effectively manage time and maintain regular communication and updates to both customer and management.
- Participate in training classes, or special projects as needed.
- Other roles and responsibilities may be assigned on an as needed basis.

Have you got what it takes

- Must have a minimum of 4+ years of proven experience with the following:
- Experience working with voice and data networks in the capacity of design, implementation or project management.
- Microsoft operating systems, Networking, SQL, Security and VoIP technology.
- Telephony experience and certifications - TDM, VoIP and CTI - advantage.
- Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco - advantage.
- CTI Experience with most common PBX, Switch, ACD and CTI vendors - Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys - advantage.
- HP, MCSE, MCP certifications - advantage.
- Certified on all NICE Systems solutions - advantage.
- Experience of working in medium or large teams. Must be a Team player.

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