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Accenture services Pvt Ltd
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Technology Architect

Technology Architect

Accenture services Pvt Ltd

3 years

0 Lacs

Gurugram Haryana India

Posted:2 days ago| Platform:

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Skills Required

technology design architecture engagement scalability network maintenance troubleshooting recording leadership management compliance service support documentation estimate automation escalation reports drive learning training development cisco sql database server analysis raid storage emc

Work Mode

On-site

Job Type

Full Time

Job Description

Project Role :

Technology Architect

Project Role Description :

Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills :

Network Infrastructures

Good to have skills :

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time educationSummary: We are seeking a skilled and motivated Team Lead with proven experience in managing and supporting NICE Engage solutions. The ideal candidate will be responsible for overseeing the maintenance, troubleshooting, and enhancements of voice recording infrastructure, with a strong focus on NICE Engage components. This role also involves team leadership, vendor management, and end-to-end project delivery. Roles & Responsibilities:

Administer and maintain NICE Engage solutions, including: o Voice, Screen, and Quality Recording o Form Designer, Engage Search, Policy Manager, and Compliance Assurance
Handle daily incidents and service requests in a production environment.
Provide support for day-to-day operations and ensure SLA adherence.
Own and manage vendor escalations for critical production issues.
Gather business requirements, prepare design documentation, and deliver technical solutions.
Estimate effort and scope for projects and change requests.
Plan, track, and lead migrations, upgrades, and implementations.
Identify and implement automation and process improvements to enhance efficiency.
Support 24x7 operations and be part of on-call escalation as required.
Mentor and guide team members; manage deliverables and timelines.
Prepare and share regular reports with clients and project managers.
Lead customer communications, issue escalations, and service reviews.
Represent NICE effectively in front of customers and stakeholders.
Drive continuous learning, skill upgrades, and cross-training within the team.
Contribute to capability development and project initiatives. Professional & Technical Skills:
Strong working experience with NICE Engage recording solutions
Hands-on knowledge of: o NICE Engage components: AIR, Interaction Center, Policy Manager, Search, Compliance Assurance o CTI integrations with Cisco and Avaya o Installing product updates, hotfixes, and system/application rollouts
Proficient in MS SQL queries for database troubleshooting and reporting
Good understanding of Windows Server OS (2016/2022)
Basic to intermediate skills in network analysis (e.g., Wireshark)
Familiarity with telephony audio and signaling protocols.
Understanding of platform hardware (RAID, SCSI, HDD), and storage technologies (EMC, Tivoli)
Ability to troubleshoot complex server performance and infrastructure issues Additional Information: Minimum 6 + years working with NICE products
NICE Certified Implementation Engineer (NCIE)
Microsoft SQL Server certification

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Technology Architect