Technology Process Trainee Ind

Call recording Engineer - Engineer will support end to end NICE call recording and Nexidia analytics. Daily tasks would include - taking care of BAU activities

**Responsibilities**

Incident Management:

- Perform resolution for NICE Call Recording and Nexidia Analytics Incidents following Ameriprise Service Management processes.
- Expert level troubleshooting and analysis for all In-Scope Technology.
- Analysis and resolution of chronic or undetermined issues.
- Deep dive analysis of Problems and Incidents.
- Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.

Problem Management:

- Provide technical expertise for Problem Management support (including RCA).
- Analysis and resolution of chronic or undetermined issues.
- Application based performance captures.

Change Management:

- Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies
- Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews
- Work with ITIL and Change Management processes and comply with all security policies Configuration Management:

- Review and update detailed technical and Architectural Standards.
- Specialist in the field or technology supported.
- Partner with Ameriprise CDO experts for alignment on strategies and priorities.
- Tightly integrated with Ameriprise Delivery Teams for the implementation of new technologies and capabilities
- Provide expert product-specific skills in supported technologies.
- Work directly with product manufacturer to resolve any issues, identify any enhancements and implement.
- Analysis and resolution of chronic or undetermined issues.
- Audit call recording and analytics infrastructure to verify conformance to standards and best practices.

OTHER BEHAVIORS:

- Build partnerships with Ameriprise CDO experts and Portfolio Architects.
- Demonstrate continuous learning of Ameriprise Business and technical environment.
- Mentor and coach team members
- Work directly with vendors for issue resolution.
- Initiate conversations with escalated Ameriprise engineers and support vendors

**Required Qualifications**
- Degree in Computer Science, Engineering related field; or equivalent work experience.

Preferred certification(s): NICE certified, NICE NTR, NICE Engage/Verint, Analytical tool
- Nexidia.
- Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
- Demonstrate strong analytical, problem solving and debugging skills.
- Should be flexible with the shifts depending upon the business requirement.
- Engineer is expected to possess years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies: NICE Engage 6.12, Nexidia 12.1, NTR UCCE - Unified Contact Center Enterprise 11.6 - 12.5 - SQL 2008 R2, 2016,

**Preferred Qualifications**

Preferred Qualifications Preferred certification(s): Voice Certification MS Teams knowledge Cloud

**About Our Company**

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.