HCL Technologies Ltd. Erie , MA 01036
Posted 5 days ago
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.
HCL Technologies Ltd.