Job
Description
Role Overview: As a Senior Engineer at Assurant, you will be a key member of the Quality Management team, responsible for ensuring platform stability, providing architectural input for on-prem and cloud environments, and delivering Tier 3 escalation support for a suite of enterprise voice and analytics platforms. Your deep technical expertise, troubleshooting capabilities, and communication skills will be crucial in supporting platform operations and collaborating effectively with internal and external stakeholders. This position is based in Bangalore/Hyderabad at the India location. Key Responsibilities: - Provide Tier 3 support for various applications including NICE Call Recording Application Suite, NICE/Nexidia Quality Center, NICE/Nexidia Analytics, NICE/Nexidia Enlighten, NICE IEX Suite, and Intradiem. - Manage pre-production and production deployments, configurations, and testing following best practices. - Author and maintain detailed technical documentation such as solution designs, platform configurations, troubleshooting guides, and operational procedures. - Act as a technical lead during vendor escalations and manage vendor relationships. - Participate in a 24x7 on-call rotation for operational support. - Collaborate with internal teams and external partners for network, security, compliance, product owners, business ops, cloud vendors, and telecom providers. - Develop and maintain internal training materials and technical procedures. - Support project management teams with deployment and integration of Quality Management solutions. - Accommodate changing needs by taking on other projects and assignments as required. Qualifications Required: - Minimum 5 years of experience in IT Quality Management (Call Recording, Analytics, QA, Workforce Management). - Strong hands-on experience with NICE Call Recording, IEX Workforce Management, NICE/Nexidia Analytics, Enlighten, Quality Central, and Cisco IP Telephony. - Proficiency in SQL for troubleshooting and data analysis. - Experience in enterprise voice engineering environments. - Strong root cause analysis and problem-solving skills. - Associate degree or equivalent experience required; Undergraduate degree preferred. - Excellent written and verbal communication skills. - Strong organizational, prioritization, and relationship-building abilities. - Ability to work independently under pressure and tight deadlines, making informed decisions regarding technology and design choices. Additional Company Details (if available): - Work Schedule: Standard 8-hour shifts, Monday to Friday with participation in on-call rotation and availability for off-hour upgrades, patches, and troubleshooting. Team meetings are conducted via video calls.,
