Senior Associate Engineer, Service Delivery Field

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

**Working at NTT**
- Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software
- Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
- Serves as company liaison with customer on administrative and technical matters for assigned cases.
- Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
- This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking.
- Manage post implementation support issues (fault call tickets)
- Participate in regular operations review meetings, including operational issues, tickets review etc.
- Conduct internal training as part of knowledge sharing.
- Provide Level 1/2 operations support for Voice and network infrastructure.
- Perform changes to the network in-line with the organization’s Change Management processes.
- Ensure compliance to policies, processes, and standards, both internal and clients’ organization

**Education & Certification**
- Degree or Diploma in Computer Engineer, Computer Science, Information Technology, or related field
- Contact Center related certification

**Requirement**:

- Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s).
- Taking ownership and accountability of the issue list.
- Work / troubleshoot with vendors, principals, and colleagues on resolving the issue.
- Good troubleshooting and logical skill.
- Good documentation skills.
- Experience in raising and closure of ITSM.
- ITIL knowledge and experience is preferred.
- Understand Phones systems and Contact Center terminology is required.
- Team player, but also able to work independently when required.
- Interested to learn and pickup new skills.
- In-depth knowledge of Cisco Voice and Cisco Telepresence technologies and H323, SIP, MGCP, Q931 signalling protocols.
- Strong Knowledge of voice recording (NICE/ Verint), Contact Center, network routing &switching technologies, and protocols.
- Willing to work in extended hours and on duty.
- Analytical and possess good troubleshooting skills.
- Willing to work hard and eager to learn about new technologies.
- Polite and able to communicate well to the clients, client oriented.
- Hands on experience in the following products will be highly advantageous:

- Cisco routing/switching products
- Cisco CUCM, CUC, CUCS, UCCX
- Cisco Contact Center Enterprise
- Genesys Contact Center
- Cisco Remote Expert
- Cisco gateway and gatekeeper
- Cisco Unified Border Element
- Cisco Telepresence
- Cisco UCS
- Cisco PCCE

**What will make you a good fit for the role?**

Standard career level descriptor for job level:

- Have wide-ranging experience
- Uses professional concepts and company objectives to solve complex issues in creative ways
- Networks with others outside own area of expertise
- Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
- May coordinate others’ activities
- Typically requires significant related experience with a Bachelor’s or equivalent degree

**Equal Opportunity Employer**

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invente