How will you make an impact?
- Utilize your knowledge of NICE solutions, particularly Engage/NTR, to support client infrastructure globally.
- Create and maintain records of cases, performing remediation based on severity.
- Provide L1/L2/L3 support for NICE products, coordinating efforts with suppliers and other representatives as required.
- Assist client administrators with configuration, administration, and user management in the NICE system.
- Document and maintain NICE system specifications (Site Documentation) across all sites.
- Conduct proactive Health Checks on a regular basis.
- Perform Move/Add/Change (MAC) jobs as needed.
- Manage customer relationships and expectations, effectively communicating and resolving technical issues.
- Manage time efficiently, providing regular updates to both customers and management.
- Participate in training classes and special projects as required.
- Undertake additional roles and responsibilities as assigned.
Have you got what it takes?
- Minimum 10+ years and relevant 7+ of proven experience in VOIP Technologies .
- Working with voice and data networks in design, implementation, or project management capacities.
- Microsoft operating systems, networking, SQL, security, and VoIP technology.
- Telephony experience and certifications (TDM, VoIP, CTI) are advantageous.
- Familiarity with common PBX, switch, and ACD vendors such as Avaya, Nortel, Aspect, Siemens, and Cisco is beneficial.
- Experience with CTI vendors and technologies (Avaya Map-D, Nortel Symposium, Aspect Prospect, etc.) is advantageous.
- HP, MCSE, MCP certifications are advantageous.
- Certification on all NICE Systems solutions is advantageous.
- Experience working in medium or large teams with a strong team player mindset.
- High customer service orientation, representing NICE effectively in verbal and written communications.
You will have an advantage if you also have:
- NICE Engage Certification.
- CCNA and MCSE certifications.
- AWS, Azure, HP, Dell, VMWare, and Citrix certifications are advantageous.
Tech Manager
Individual Contributor