As a Managed Operational Services (MOS) Engineer, youll be responsible for providing remote support and maintenance for NICE platforms at customer sites. Your primary focus will be on managing NICE-related issues and outages promptly, enhancing the clients ability to maintain their NICE system. Additionally, youll assist with NICE projects, installations, and change management to support the customers environment and infrastructure as needed.
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.
What s in it for you
Enjoy NICE-FLEX!
Requisition ID: 4918
Reporting into: Tech Manager
Role Type: Individual Contributor
