3 Call Recording Jobs

Your day at NTT DATA The Cross Technology Service Delivery Field Support Engineer (L1) is an entry level engineering role, responsible for providing a professional first-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The Cross Technology Service Delivery Field Support Engineer (L1) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures. What youll be doing Key Responsibilities: Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational. Ensures that any software that is part of the solution is installed and configured according to client requirements. Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail. Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution. Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles. Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time. Ensures incidents are updated with progress and resolution details in a timely manner using the required platform. Ensures the efficient and comprehensive resolution of incidents and requests. Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes. Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures. Provide sfirst line remote and onsite technical support to clients. Provides first line field engineering services to clients. Reports and escalates issues to 3rd party vendors if necessary. Follows the required handover procedures for shift changes to ensure service continuity. Knowledge and Attributes: Good communicate skills, both verbal and written Ability to plan activities and projects well in advance, and take into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Bachelors degree or equivalent in Information Technology or Computing or related field. Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- ExCCNA (DC) etc. Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc. Collaboration certifications such as - Valid CCNA Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; and Webex Calling certification advantageous. Required Experience: Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony. Entry level experience in technical support to clients. Entry level experience in diagnosis and troubleshooting. Entry level experience providing remote support in Collaboration technologies. Entry level experience in relevant technology (Cisco and its product stack, SBCs such as AudioCodes and Oracle, CUBEs, Webex calling etc.). Entry level understanding of Network routing and switching.

Responsibilities: • Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including • Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler • development • Working closely with other engineers to troubleshoot and resolve complex problems (some after- • hours and on-call work required) • Providing thought leadership and help develop telephony best practices and preferred methods • Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS • Researching, evaluating, and recommending architectural improvements and new technologies • Identifying and proposing strategies around technical problems affecting team, communicates • standards and gets buy-in on solutions • Understand ITIL concepts and how to apply them effectively in the enterprise • Have a thorough, working knowledge of the Agile project management paradigm • Recognizing the importance of and being able to generate excellent documentation and diagrams • Engaging in active listening and have effective written and verbal communication skills • Demonstrating a proven ability to learn and grow through self-study • Acting as a collaborative service provider to our internal and external customers • Providing mentorship to junior team members and leading by example • Thinking Enterprise” and understand that every delivered solution must be consistent, redundant, • standards compliant, well monitored, and thoroughly documented • Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization Requirements: • 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, • complex contact center environments • 2+ years experience with Genesys Pure Cloud, both administrative and development tasks • Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, • Wallboards • Experience with omnichannel contact center technologies (Email, Chat, SMS etc.) • Proven experience supporting contact center solutions and knowledge of best practices • Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk • groups, troubleshooting line cards, and similar work • Familiarity with ServiceNow or other similar CMS / SKMS • Genesys certifications: ICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified • Developer • Bachelor’s degree in an information technology related field or equivalent work experience

5+ years of Implementation & Support exp. of Verint Call Recording. Exp. in Integrate & troubleshoot Verint to record calls with Cisco CUCM, Cisco UCCE/PCCE & Avaya. Verint WFO Installation and Support Provide L2/L3 support for Verint WFO, WFM etc.