Description

PURPOSE OF THE JOB:

  • Implementation of NICE recording solution and integration with the IP PBX
  • Provide hardware / software / network problem diagnosis / resolution via remote/ telephone/email/chat.
  • Administer, troubleshoot and manage NICE or any other recording solution
  • Work with OEM for critical issues.

 

PRINCIPAL ACCOUNTABILITIES

  • To implement, configure and troubleshoot NICE recording solution
  • Knowledge of the integration with the IPT environment.

 

KNOWLEDGE, SKILLS & EXPERIENCE

  • Working in contact center environment for at least 6years
  • Implementation of recording solution from scratch
  • Monitoring and Troubleshooting Nice and or other recording solution.
  • Implementing change orders in a prescribed manner and tested in LAB environment
  • Perform impact assessments, perform problem diagnosis and analysis from incident records and other data sources available
  • Troubleshooting trunk related issues for one-way audio and drop calls issues on Contact Center systems
  • Perform the implementation of, and use of, any 3rd party application required by business units to meet or external customer support needs.
  • Must be able to understand 3rd party data systems and integrate from multiple platforms
  • Providing application and systems support and administration for clients Voice Biometric
  • Installation and configuration of platform components as required for the recording solution
  • Monitoring of system performance and analysing logs to ensure system reliability and performance
  • Experience with documenting procedures and knowledge management
  • Experience in full system implementation life-cycles
  • Good understanding of SIP/SIPREC analysis and troubleshooting
  • Good experience working with engineers distributed across geographies and time zones; ability to naturally lead and collaborate across very diverse teams
  • Participate in sustaining engineering and break/fix scenarios, and when required, as a resource in Mission Critical situation.
  • Responsible for maintaining and supporting our enterprise systems; may be required to participate in an on-call rotation for round the clock global support coverage

Key Skills
Education

Any Gradute

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