Dedicated On-Site Support Engineer

Support | Charlotte, NC, United States | AMERICAS

Position Summary

You will be responsible for the support and maintenance of the NICE platforms at our customer sites and remotely. You will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system.  In addition, you will assist with NICE projects, installations, and change management as a Subject Matter Expert (SME) to the client's environment and infrastructure. 

**This position can be based in Charlotte, North Carolina or remote.

Key Responsibilities

  • Work directly with client's System Engineers to support the NICE infrastructure across the client's organization.
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
  • Provide basic application training and support to client's Engineers on the NICE applications as required.
  • Document and maintain NICE system specifications (Site Documentation) across all sites.
  • Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
  • Assist with NICE projects, installations, and change management as a Subject Matter Expert to the client's environment and infrastructure.
  • Perform NICE system maintenance across all sites as required.
  • Manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Participate in training classes, or special projects as needed.

Education

  • BS in Computer Science, Electrical Engineering or related technical degree preferred.

Key Requirements

  • Minimum of 3 years of proven hands on experience with voice and data networks—design, implementation or project management
  • Experience with NTR (Nice Trading Recording solution) is a must
  • Experience with Microsoft operating systems, Networking, SQL, Security and VoIP
  • Trading floor experience is highly desirable but not required.
  • Telephony experience and certifications – TDM, VoIP and CTI – are desirable.
  • Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – is desirable
  • CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – is desirable.
  • HP, MCSE, MCP certifications are desirable.
  • Certification on all NICE Systems solutions are desirable.
  • Strong customer facing skills with a high customer service orientation.
  • Strong writing and verbal communication skills.
  • Experience successfully managing conflict and solving problems in real time
  • Experience quickly and independently learning and adapting to new technology.
  • Experience identifying solutions when not all technical information and data are available.

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.


Share with a friend Facebook Twitter LinkedIn Google+