Senior Services Engineer

How will you make an impact

• Position reports on a day-to-day basis to MOS Manager.
• Knowledge of NICE solutions - Engage/NTR
• Work directly with clients System Engineers to support the NICE infrastructure across the customer s organization globally.
• Create record of the case and performing remediation in accordance to the severity of the case.
• Provide L1/L2/L3 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
• Assist clients Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• Document and maintain NICE system specifications (Site Documentation) across all sites.
• Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
• Perform MAC (Move/Add/Change) jobs
• Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
• Perform NICE system maintenance across all sites as required.
• The MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
• Effectively manage time and maintain regular communication and updates to both customer and management.
• Participate in training classes, or special projects as needed.
• Other roles and responsibilities may be assigned on an as needed basis.

Have you got what it takes

• Must have a minimum of 4+ years of proven experience with the following:
• Experience working with voice and data networks in the capacity of design, implementation or project management.
• Microsoft operating systems, Networking, SQL, Security and VoIP technology.
• Telephony experience and certifications - TDM, VoIP and CTI - advantage.
• Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco - advantage.
• CTI Experience with most common PBX, Switch, ACD and CTI vendors - Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys - advantage.
• HP, MCSE, MCP certifications - advantage.
• Certified on all NICE Systems solutions - advantage.
• Experience of working in medium or large teams. Must be a Team player.