Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
8/30/2017
Job Category:
Engineering
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NICE Telephony Engineer II
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Job Description

NICE Telephony Engineer

Call recording analytics NICE Engage Nexidia, Genesys, integration carrier infrastructure, call center infrastructure, NICE RTS, NICE Deletion, ToolKit, IP and SIP contact center PSTN gateways.

Responsibilities:

  • Primarily responsible for ensuring system stability and availability of the recording and analytics platform.
  • Responsible for the support, design, implementation and configuration of Voice and Screen recording solutions (NICE Engage).
  • The selected candidate will provide third and fourth level technical support for all CompanyCare Centers and 3rd Party Vendor Partner Care Centers.
  • Maintains and creates system documentation
  • Work closely with IT partners and vendors to ensure system compliance related to OS and application patching and upgrades.
  • Adheres to break/fix processes for ticketing, incident, and outage resolution.
  • Actively troubleshoots issues related to SIP.
  • Oversees Recording vendor in the engineering studies such as, but not limited to, transaction volumes, response times, availability, service options, product spec, speed of operation, type of protocol of the telecommunications system(s).
  • Maintain the appropriate relationships with 3rd party vendors and evaluate vendor hardware, software, and communications products and to provide recommendations for purchases and projects with our corporate objectives in mind.
  • Ensures PCI compliance of the recording and analytics platform.

Qualifications:

  • 7+ years' work experience in Telecommunications/IT industry
  • Exposure to (7+ years) Telephony concepts and voice recording workflow
  • NICE call recording administration and technology experience
  • Solid working knowledge of NICE call recording systems.
  • Ability to perform user and system administration responsibilities in NICE.
  • NICE - Design and/or Operations
  • 3+ years in the design and implementation of Call Recording Technologies
  • 3+ years' experience as a technical lead
  • Hands on experience with NICE Engage 6.x and above
  • Hands on experience with NICE RTS
  • Hands on experience with NICE Deletion Toolkit
  • Experience leading and successfully delivering large projects
  • Knowledge of Analytics technology
  • At least 5 years' experience in IP and SIP Contact Centers with knowledge of Genesys and Avaya platforms
  • VoIP networking architecture and troubleshooting

Qualifications

Applicants must be eligible to work in the specified location

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