Junior NICE Engineer

Responsibilities:

  • With other (client) members of the team, own the system availability and support for the contact center systems including routing, reporting, workforce management, call recording and customer self service.
  • Work closely with other Engineers and technicians on the IT team to develop and manage foundational technologies that support contact center operations.
  • Build and manage productive relationships with support teams from product vendors.
  • Be available on a regular schedule to handle Tier 1 system problems on various contact center systems.
  • Participate in triage and co-diagnosis of production incidents and problems.
  • Perform hands on development in NICE platform and co-implement production fixes.
  • Able to deeply co-investigate into the NICE platform to understand root cause of issues and restore service.
  • Understand how NICE integrates into the overall solution landscape including Genesys/Avaya, Network/Carriers and CRM.
  • Ability to effectively partner with other IT domains and vendors to resolve incidents and problems.
  • Create accurate and clear documentation. 

Requirements:

  • Specific experience with Genesys is a pre.
  • Demonstrated ability to diagnose issues to resolve in expedited manner.
  • Analytical skills.
  • Experience with designing and managing systems.
  • Team player who can collaborate with internal customer teams.
  • Ability to effectively prioritize and execute tasks in a fast paced environment.
  • Proven ability to operate calmly with focus and persistence in responding to major system outages.
  • Well versed in conforming to shifting priorities, demands and timelines.

 

Are you interested?

Apply now