Exceptional Customer Experience Expert

1 week ago

Pune, Maharashtra, India beBeePerformance Full time US$ 9,00,000 - US$ 12,00,000

At NICE, we don't just challenge our limits – we redefine them. Our teams are comprised of the best in the business, working in a fast-paced, collaborative, and creative environment that fosters innovation and growth. Every day, we have the opportunity to learn and develop new skills, pushing us to constantly raise the bar. If you're passionate about delivering extraordinary customer experiences, fighting financial crime, and ensuring public safety, then you may be our next NICEr.

The Role

The Application Performance Engineer (APS) will monitor and resolve alarms and events for NICE Solutions and voice infrastructure for our clients. This role requires early identification, troubleshooting, and resolution of all incidents. The successful candidate will also be responsible for incident management, problem management, and change management related to NICE Solutions.

Impact

You will make an impact by:

  • Troubleshooting and resolving all incidents
  • Managing incidents, problems, and changes related to NICE Solutions
Requirements

To succeed in this role, you'll need:

  • 2-4 years' experience in technical support in telephony and VOIP
  • Knowledge of CTI or voice recording products
  • A good understanding of voice protocols like SIP and H.323
  • Working knowledge of CISCO Unified Contact Center Enterprise, UCCE, CUCM, Avaya Aura Platform, and Voice Media Gateways
  • Experience in installing, configuring, and supporting telephony networks or server infrastructure
  • Good troubleshooting and problem-solving skills
  • Ability to work in 24/7 rotational shifts and weekends
Preferred Qualifications

While not required, having experience with Nice products, NICE Engage Certification, CCNA, MCSE, AWS, Azure, HP, Dell, VMWare, and Citrix certifications can give you an advantage.

What's in it for you?

Join a global company where every day is an opportunity to learn and grow. With endless internal career opportunities across multiple roles, disciplines, domains, and locations, you'll never stop developing. Enjoy a hybrid model of work that balances flexibility and collaboration.

About NICE

NICE Ltd is a market leader in software products used by 25,000 global businesses, including 85% of Fortune 100 corporations. Our solutions deliver extraordinary customer experiences, fight financial crime, and ensure public safety.

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