Job Description :
Role: Nice Engineer - UCCE
Location: Minneapolis, MN
Need Passport No

Nice Engineer (level 3)

Have 5 + years’ experience Support and maintenance of the NICE platforms and integration with CISCO UCCE

Expertise on Nice engage and NIM versions

Manage NICE related issues and outages in a timely manner and enhance the customer’s ability to maintain the NICE
system.

Assist with NICE projects, installations, and change management as a subject Matter Expert (SME) for environment
and infrastructure.

Mentor and delegate work to offshore team members

Experience in supporting NICE Analytics solutions

Experience with Nexidia call/text analytics solution

Address Reporting, Monitoring and Alarming requirements in sentinel monitoring system and other external monitoring
systems like PRTG

Identify opportunities and drive service and process improvements, be diligent about Incident/Problem,
Change/Release, Security, Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring,
culmination of which resulting in highly available and resilient systems and services

Well versed in ITIL support functions and experience in service management tools like Service now or similar

Manage incidents and work orders within established service level agreements.

Create and maintain support documentation as required

Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.

Identify opportunities and drive service improvements.

Liaison with offshore team for day to day activities and provide mentoring as necessary

Ensure asset management and asset inventory are kept up to date.

Ensure preventative maintenance is completed to schedule

Identify applications and systems that require updates and propose and plan the implementation from idea to delivery.

Strong verbal and written communication skills are required due to the dynamic nature of collaborations with our teams,
leaders, customers, stakeholders, vendors, and other teams, solving complex business problems together