Job Description :
Job Title: Nexidia Engineer
Location: Remote
Duration: 6+ Months
Top Skills:
Expert Nexidia and analytics skills
Call Recording experience (Nice Engage or Genesys)
Strong Technical background in Applications
The Nexidia Engineer is responsible for the support of the Nexidia solutions including design, implementation and problem resolution, as well as integration to the NICE Engage and Genesys SIP Server/CTI. The selected candidate will provide second and third level technical support to voice service delivery managers and support vendors when troubleshooting the more operational telecommunication problems involving any of the following: Nexidia Interaction Analytics, Nexidia Supervisor Portal, NICE Engage, Genesys Interaction Recording (GIR), Genesys CIM integration, supporting infrastructure.
Roles and Specific Responsibilities:
Primarily responsible for ensuring system stability and availability of the analytics platform.
Responsible for the support, design, implementation, integration and configuration of Analytics solution. Includes integration to Genesys, NICE, BoldChat, Exchange, Meritz, MFT file transfer and others.
The selected candidate will provide third and fourth level technical support for all U.S. Cellular Care Centers and 3rd Party Vendor Partner Care Centers.
Maintains and creates system documentation
Work closely with IT partners and vendors to ensure system compliance related to OS and application patching and upgrades.
Adheres to break/fix processes for ticketing, incident, and outage resolution.
Actively troubleshoots issues related to integration, system data mapping.
Oversees Analytics vendor in the engineering studies such as, but not limited to, transaction volumes, response times, availability, service options, product spec, speed of operation, type of protocol of the system(s
Maintain the appropriate relationships with 3rd party vendors and evaluate vendor hardware, software, and communications products and to provide recommendations for purchases and projects with our corporate objectives in mind.
Ensures PCI, SPI and PII compliance of the platform.
Leads and successfully delivers projects involving the recording and analytics platform.
Leads weekly operational reviews with the vendor and business.
SQL database research for data identification.
User account mapping into Nexidia technologies.
Establishes and maintains a proactive approach to monitoring and managing the recording and analytics environment for enterprise Telecom Infrastructure.
Acts as a liaison between vendor and business for key or urgent issues.
Provides consultative support to the business to ensure efficiencies in the recording environment.
Provides second and third level support service delivery managers and operations support vendor to ensure concerted effort is being placed on root cause analysis for outages.
Participates in on call 7x24 rotation, as needed
Qualifications:
7+ years’ work experience in Telecommunications / IT industry
Exposure to (7+ years) Telephony concepts and recording and Analytics workflow
Nexidia Interaction Analytics administration and technology experience
o Solid working knowledge of analytics systems, including data mapping.
o Ability to perform user and system administration responsibilities in Nexidia.
NICE – Design and/or Operations
o 3+ years in the design and implementation of Call Recording Technologies
o 3+ years’ experience as a technical lead
Hands on experience with Nexidia Interaction Analytics 11.x and above
Hands on experience with NICE Engage 6.x and above
Hands on experience with Genesys 8.x and above, Business Continuity model - Active/Active SIP Server preferred
Experience leading and successfully delivering large projects
Knowledge of Analytics technology
VoIP networking architecture and troubleshooting
Understanding of PC based MS Office software…Word, Visio, Power Point, Excel.
Understanding of Project Management processes, experience sending status reports, task/milestone tracking
Excellent communication, analytical, and interpersonal skills.
Demonstrated ability to communicate effectively with non-technical customers.
Excellent presentation skills
Excellent organizational skills and able to effectively manage time.
Independent and self- directed.
Detail Oriented and Strong technical orientation.
Excellent customer service skills.
Preferred:
Nexidia Certified
NICE Engage Call Recording Certified
Genesys Interaction Recording (GIR) Certified
ITIL V2 or V3 foundations certification
Carrier Services ( SIP Trunking, PRIs, POTS)
PCI Compliance and Policy
Experience in Genesys SIP technology
Experience with Nexidia Call Analytics
Knowledge of network diagnostic and performance measurement tools and aids.
Knowledge of network protocols.
Knowledge of PSTN Gateways and Clients, such as Audio Codes and Oracle
Security: Firewalls, IAM, LDAP
Server and DB knowledge
o Basic SQL knowledge. Ability to login to DB server and pull dumps of data from SQL.
Security: Firewalls, IAM, LDAP
Hardware: Linux Servers, Windows Servers, virtualized servers
O/S & Network: Client/UX, Windows Server 2003, Citrix, TCP/IP, Telecom Trunking, Routers, Switches