Associate

Job Description (Posting).

Title: Network Voice Engineer - Nice System

Location: Remote

Rate: $60/Hr

• 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.