Voice Engineer - NICE

Job Description-

Responsible for collaborative efforts within the team to ensure prompt response to all production downtime/issues and try to maintain maximum uptime of all Nice voice logger systems. Also, to adhere all the processes and policies established by Reliance Jio. Responsible for proactive monitoring and reduction in resolution time and severity issue. Also, liaison with vendors/OEMs for problem resolution and projects/feature rollouts in replica and production environment.

Key Responsibilities-

Ensuring prompt response to production downtimes/issues related to Nice voice loggers, Genesys CTI interfaces and Nice tools. Troubleshooting production downtime/issue along with other TOPS and OEM teams. Ensuring timely response to user queries and issue and satisfactory closure. Managing Nice reports. MACD execution for Nice IDs.

Ensuring proper maintenance of documents/Inventory. Adherence to change/problem management procedures, proper planning, test cases for all the changes. Working on the RCA/RCF for all S1 and S2 issues.

Ensuring proactive monitoring of voice infrastructure. Monitoring and addressing alerts for the application, Automation of alerts for errors and issues and also reduction in alert counts. Follow-up and escalation within the organization and with vendors/OEM for all production issues. Providing assistance and guidance to junior resources.

Working for project rollouts or new initiatives/major changes in the system. Understanding the requirement, system feasibility check, use of system features.