Job
Description
As a Senior Engineer at Assurant, you will play a crucial role in ensuring platform stability and providing architectural input across both on-prem and cloud environments. Your primary responsibilities will include: - Providing Tier 3 support for various applications such as NICE Call Recording Application Suite, NICE/Nexidia Quality Center, NICE/Nexidia Analytics, NICE/Nexidia Enlighten, NICE/Nexidia QC, NICE IEX Suite, and Intradiem - Managing pre-production and production deployments, configurations, and testing while adhering to best practices - Authoring and maintaining detailed technical documentation including solution designs, platform configurations, troubleshooting guides, and operational procedures - Acting as a technical lead during vendor escalations and managing vendor relationships - Participating in a 24x7 on-call rotation for operational support - Collaborating with internal teams and external partners for effective communication and project implementation - Developing and maintaining internal training materials and technical procedures - Supporting project management teams with deployment and integration of Quality Management solutions - Handling other projects and assignments as needed to meet the changing needs of the department and the company. The ideal candidate for this position should have: Required Skills & Experience: - Minimum 5 years of experience in IT Quality Management with a focus on Call Recording, Analytics, QA, and Workforce Management - Strong hands-on experience with NICE Call Recording, IEX Workforce Management, NICE/Nexidia Analytics, Enlighten, and Quality Central, and Cisco IP Telephony - Proficiency in SQL for troubleshooting and data analysis, along with expertise in enterprise voice engineering environments - Strong root cause analysis and problem-solving skills, and the ability to communicate technical concepts effectively to stakeholders. Qualifications: - Associate degree or equivalent experience required; Undergraduate degree preferred - Proven ability to make informed decisions regarding technology and design choices - Excellent written and verbal communication skills, strong organizational abilities, and the capacity to work independently under pressure and tight deadlines. Work Schedule: - Standard 8-hour shifts, Monday to Friday - Participation in on-call rotation - Availability for off-hour upgrades, patches, and troubleshooting - Team meetings conducted via video calls.,
