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Senior CEC Systems Configuration Analyst

2 months ago

Omaha, United States Marriott Full time

Additional Information HQ or any NAD CECJob Number 22139685Job Category Information TechnologyLocation CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United StatesSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYReporting to the Sr. Manager CEC Systems Configuration, the Senior CEC Systems Analyst will provide technical oversight for the voice platform (Nice/InContact). Lead and optimize daily operations through the design & configuration of the CEC Systems (Nice/InContact and other systems that are all integrated into the CEC Systems platform) in support of Customer Engagement Centers. Sr. Analysts will work with Corp IT, Operations, and Operations leadership, as well as strategic vendors to ensure the CEC Systems Platform is working as expected. The Sr. Analyst will work directly with their leadership and operations in the design and maintenance of the CEC Systems Platform and networks as well as the development of new Voice services & applications.Education and ExperienceBachelors Degree in technology or technical certification equivalent may be substituted10-years plus experience of technical support experience with voice systems, adjuncts and interfaces in a multi-site call center environmentNice CXOne, Nexidia, IEX, and all other Nice systems. Any and all experience excepted with similar systems or platforms.Optimization of the NICE CXOne platform and certifications where applicable.Working knowledge how voice systems work and are maintenced.Knowledge and experience in any technologies that are applicable within the cloud voice systems.CORE WORK ACTIVITIESSupport and configuration of the NICE CXOne systems/platoform across many geographies (North America, London, Middle East and Africa, and Asia Pacific)Direct configuration & maintenance of NICE CXOne platform, Voice Mail, IVR, Oracle SBCs and their respective peripheralsLead & direct CEC Systems Config support processes to support over 30+ Contact Centers and Regionals Sales Offices globallyResponsible to deploy required system changes, and troubleshoot system related issuesAssist to manage project implementation and operations system costsContinually prioritize tasks, effort, resources, and risks that the Contact Centers, Service Desk and Sales Offices may encounterLead and mentor the CEC Systems Config analyst regarding system configuration and designs.MANAGEMENT COMPETENCIESLeadershipAdaptability Maintains performance level under pressure or when experiencing changes or challenges in the munication Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.Problem Solving and Decision Making Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.Professional Demeanor Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.Managing ExecutionBuilding and Contributing to Teams Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.Driving for Results Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.Planning and Organizing Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.Building RelationshipsCoworker Relationships Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.Customer Relationships Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the companys service standards.Global Mindset Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.Generating Talent and Organizational CapabilityTalent Management Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.Learning and Applying Professional ExpertiseApplied Learning Seeks and makes the most of learning opportunities to improve performance of self and/or others.Business Acumen Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.Technical Acumen Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.Basic Competencies Fundamental competencies required for accomplishing basic work activities.Basic Computer Skills Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).Mathematical Reasoning Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.Oral Comprehension Listens to and understands information and ideas presented through spoken words and sentences.Reading Comprehension Understands written sentences and paragraphs in work related documents.Writing Communicates effectively in writing as appropriate for the needs of the audience.This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.Marriott International is the worlds largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?