Network Voice Engineer
2 weeks ago
- PURPOSE OF THE JOB:
- Implementation of NICE recording solution and integration with the IP PBX
- Provide hardware / software / network problem diagnosis / resolution via remote/ telephone/email/chat.
- Administer, troubleshoot and manage NICE or any other recording solution
- Work with OEM for critical issues.
- PRINCIPAL ACCOUNTABILITIES
- To implement, configure and troubleshoot NICE recording solution
- Knowledge of the integration with the IPT environment.
- KNOWLEDGE, SKILLS & EXPERIENCE
- Working in contact center environment for at least 6years
- Implementation of recording solution from scratch
- Monitoring and Troubleshooting Nice and or other recording solution.
- Implementing change orders in a prescribed manner and tested in LAB environment
- Perform impact assessments, perform problem diagnosis and analysis from incident records and other data sources available
- Troubleshooting trunk related issues for one-way audio and drop calls issues on Contact Center systems
- Perform the implementation of, and use of, any 3rd party application required by business units to meet or external customer support needs.
- Must be able to understand 3rd party data systems and integrate from multiple platforms
- Providing application and systems support and administration for clients Voice Biometric
- Installation and configuration of platform components as required for the recording solution
- Monitoring of system performance and analysing logs to ensure system reliability and performance
- Experience with documenting procedures and knowledge management
- Experience in full system implementation life-cycles
- Good understanding of SIP/SIPREC analysis and troubleshooting
- Good experience working with engineers distributed across geographies and time zones; ability to naturally lead and collaborate across very diverse teams
- Participate in sustaining engineering and break/fix scenarios, and when required, as a resource in Mission Critical situation.
- Responsible for maintaining and supporting our enterprise systems; may be required to participate in an on-call rotation for round the clock global support coverage.
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