Job Description :Nice InContact Telephony ExpertExperience: 5-10 yrs. experienceTier 1 ActivitiesTier 1 support will be chartered to execute the following activities and similar activities as capabilities expand.Initial Triage and Troubleshooting of Issues, using predetermined runbooksUser Management - Activation/Deactivation of Users, Profile/Permission set mgmt, Troubleshoot login issues, Password Resets etc.Business Hrs ManagementBlocking/Unblocking of Phone NumbersIncident Communication and ReportingTechnical Expertise ReviewEvidence of previous work and expertise with NICE CXOne, Amazon ConnectEvidence of previous work and expertise supporting global telephony platformTier 2 ActivitiesTier 2 should be able to fulfill all the requirements listed in Tier 1 and in addition to that have a deeper understanding of the customizations in the platform and support various workflows and integration. Tier 2 support should be able toAble to review IVR flows, address issuesAble to review and resolve Screen Recording, Voice recording issuesAble to review connectivity issues, engage with BPOs/NICE support/Orange support for advanced debuggingAble to support UAT and other testing for ongoing initiativesImpact Assessment of NICE product releases and patches as it pertains to what we maintainTechnical Expertise ReviewHas deep understanding of Telephony including but not limited toNICE CXoneSystem management/ Administration toolsCloud connect configurationsOrange Business TalkVoice Site (NNIs) configurationsNumber ProcurementNumber PortingAmazon Connect related appsLambdaDynamoDBAmazon S3 bucketAmazon PollyKinesis StreamProficiency in using the below set of tools needed to support our voice ecosystemMicrosoft Visio Professional Flowchart Maker and Diagramming Software Audition Audio recording and editing software Reader DC View, Print, Sign & Annotate PDFs Wave Audio & Video Editing Software and to batch convert audio files Chrome browser Needed for Nice inContact CXone and softphoneMozilla Firefox browser Orange Portal required browser Studio Create IVR Menu and call routing environment Recording ScreenAgent for Windows level: BE/B.Tech/MCAExperience: 5-10 yrs. Experience
Job Title
TSIT Digital | Sr. Telephony Engineer