Voice Engineer

**Executive Summary**

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner and AWS MSP Partner.

We are looking to hire an experienced **Voice Engineer**in Singapore to support our client, a top **global investment bank.**

**Responsibilities**:

- Experience in Products as such as NICE Trading Recording, NICE Engage 6.12, NICE Interaction Management, Basics of Work Force Management (WFM).
- Provided the services on the Product NICE Trading Recording for 7 years.
- Troubleshoot the issues via on call and off call as well.
- Resolve the client issue on call by using my knowledge and technical skills on the product.
- Strong exposure on Asset Centre Inventory System tools Nagios, Putty.
- Having experience in Unix, SQL.
- Interacting effectively with Business Stakeholders and Technical teams.
- Analyzing deadlines and ensuring deliverables are concluded according to agreed work plan, time, cost, and quality parameters.
- Performing Health checkup of servers and based on customer infrastructure
- Performing Nexedia Health checkup.
- Monitoring Service Now tool for ticketing and alerts.
- Monitoring and administrating of CTI Applications.
- Performing Patching activities from time to time as per recommendations for all the NICE servers related to NIM, Engage, NTR, WFM and Nexedia
- Troubleshooting P1 and P2 issues for NIM, Engage, NTR, WFM and Nexedia related to multiple components, i.e., Applications, Database server, Loggers, AIRs, Storage Center/ESMs, Satellite, Core, CTI, CUCM.
- Well versed in troubleshooting Cisco and Avaya integrations with NICE components
- Trouble shooting of N + 1,2N server issues.
- Performing Installation and configuration of NTR and NICE Engage setup for onboarding and existing customers as well.
- Log Analysis with different tools like CTI monitor, ATT tool, Functional Tester, etc.
- Analyzing Cisco CUCM traces in relevant to the connected CTI interfaces to NICE recording system
- Ensuring the issues are resolved withing defined SLA.

**Day-to-day Ops Support**:

- Having good hands-on NICE Trading Recording, Perform Management, Nice Interaction Management, WFM, NICE Engage 6.12.
- Daily hands-on Nagios and Putty using Linux.
- Assist in the development of alarming methods and procedures.
- On Call Coverage, resolving the issues based on priority.
- Resolving the issue through WEBEX and Remoting to the servers.
- Interacting with customer to resolve their issues.
- Responsible to recognize service impacting problems and engage the bridge to reduce MTTR (Mean Time to Restore) making certain the correct people are addressing the Problem.
- Monitoring and responding to alarms that might result in outages and pro-actively identifying and resolving problems before an unscheduled outage results.
- Working with the Remedy Trouble Ticket.

**Technical Skills**:

- Operating systems: Windows and Linux
- Monitoring tools: Nagios, Sentinel, Pager Duty, Solar Winds, Graphana,
- Remote Terminals Connecting tools: Putty for (LINUX), RDP for window servers.
- Ticketing system: (Service now) WISER, BMC Remedy Tool, sales force, pager duty,Jira
- Knowledge: NIM 4.1, 6.10, WFM, Nice Trader Recording, Engage Sentinel, MySQL, UNIX, Shell Scripting, Jenkins

**Certificates**:

- Certifications: (Desired to have however Fundamental certifications are must)
- Certified in NIM 4.1 (Fundamentals and Troubleshooting)
- Certified in NICE Engage 6.5 Fundamentals.
- Certified in Nice Trading Recording.
- Certified in Nice Trader Recording Advanced.
- Certified in Nice Trading Recording Troubleshooting.
- Certified in Compass.
- Certified in NICE Workforce Management R6.5 Fundamentals
- Udemy Certified SQL DBA