IN
0 suggestions are available, use up and down arrow to navigate them
NICE ENGG in Bengaluru, Karnataka

Apply to this job.

Think you're the perfect candidate?

NICE ENGG

Diverse Lynx India Pvt. Ltd. Bengaluru, Karnataka (Onsite) Full-Time
 



Requirements

• Education: B.E
/ B
Tech/M.E./M.Tech/B.Sc./M.Sc./BCA/MCA (prefer IT/CS specialization)

• Certifications, If Any: Not Mandatory

• Experience Range: 4 – 8 years

• Mandatory skills:

• Experience in IT /ITES working in a production environment

• Experience in Nice Engage, IEX, Avaya, Genesys, IVR (Avaya Experience Portal) etc

• Experience in L3 Production support

• Tech Skills –Nice Engage, Nexidia , IEX WFM, Genesys, SQL

• Communication skills

• Analytical skills

• Expertise in Contact Centre systems

• Ability to analyse and provide root cause analysis



Responsibilities:

• Responsibilities

• Working in contact centre environment

• Monitoring and Troubleshooting Nice Engage, Nexidia, IEX,  Avaya , Genesys

• Implementing change orders in a prescribed manner and tested in LAB environment

• Login to crises calls to provide support from our region

• 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 (Nuance Security Suite) and IVR (Avaya Experience Portal) platforms

• Installation and configuration of platform components as required

• Reviewing system performance, scoring quality and trends including analysis of False Accept/ false reject scores for tuning purposes

• Monitoring of system performance and analysing logs to ensure system reliability and performance

• Experience with documenting procedures and knowledge management

• Familiarity with networking, load balancing, virtualization, firewalls.

• Experience in Nuance Security Suite is highly desirable but not essential

• Experience in administration of Avaya Voice Portal - Avaya Experience Portal Certified Engineer highly desirable but not essential

• Hands-on experience in Linux/Systems administration, scripting/programming and troubleshooting OS level issues

• Experience in or exposure to software development a benefit

• Experience in full system implementation life-cycles using Agile

• 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

• Cross-platform Unix/windows administration as well as scripting / PowerShell skills

• Participate in sustaining engineering and break/fix scenarios, and when required, as a resource in Mission Critical project development and deployment.

• 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.

• Help support existing database architecture and coordinate changes needed for supporting the business units

• Experience with Genesys platform engineering & administration, including deploying and maintaining 3rd party and custom systems/applications, designing and implementing various system architectures including DR & HA capabilities, and experience interfacing with 3rd party API's
Experience with high-transactional data systems requiring extensive load & stress testing a plus
Experience with Genesys required.





• Genesys Platform

• URS/ ORS/GRE

• E Services/Messaging

• Outbound Contact Server

• CC/PulsePulse

• Tserver/Interaction Server

• InfoMart

• Email Server



• Involving the right Engineers on Business Critical tickets and should drive the call until closure of the issues

• Working on Business Critical, Incident Management, Problem Management, and Admin tickets and closing within the time line of management process like TAT (Turnaround Time), SLA (Service Level Agreement), and AHT (Average Handling Time) on the calls

• Providing capacity utilization reports to the respective customers and will have a review weekly for capacity planning

• Coordinating with the customers and understanding there requirements and assist them with planning and design for their process development and migrations

• Co-ordination with Vendors like Nice, Avaya, Genesys for link failure or any other issues with RCA & troubleshooting of same to ensure the quality work done on time

• Co-ordination with various vendors Raising outages in the portal for Vendor related activities, and coordinating with respective stake holders for the approvals

• Perform impact assessments; perform problem diagnosis and analysis from incident records and other data sources available

• Must have a deep understanding of Linux systems administration

• Familiar with network and firewall technologies

• Familiar with SIP and other telephony technologies

• Understanding of Java JVM support

 



Recommended Skills

  • Api
  • Administration
  • Agile Methodology
  • Analytical
  • Architecture
  • Assessments

Apply to this job.

Think you're the perfect candidate?

Help us improve CareerBuilder by providing feedback about this job:

Job ID: 16773468

CareerBuilder TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.