Attractive Job Opening for Senior Telecommunication

Primary skill set

Have hands on exposure the latest exciting technology trends in creating, managing, and improving CX (Nice in contact) and MS TEAM for our users - including AI, Bot, Voice Biometrics, Real Time Analytics, and Interactive Guidance.

Have direct involvement working with end-users to understand their business strategies, enabling us to help them achieve company goals and outcomes through the use of CXone solutions.

Be innately curious, with a passion and eagerness to have hands on technology. Build and create solutions that help end-users meet their CX and MS TEAM objectives.

Have the desire to work independently, flexibly and possess critical thinking in creative solutioning for our end-users

Be able to create a customized demo and have the opportunity to tell the story that showcases the solution in a persona and value-based manner for the applicable user roles of CXone and MS TEAM

Discover user needs that translate into hands-on workshops, sandbox experiences, or proofs of concept to help customers realize the value of CXone and MS TEAM

Have access to a collaborative, team-oriented environment, along with access to other internal resources across the organization to help you understand and solve complex technical challenges while participating and contributing in key areas of experience and strength.

Have access to actively participate in learning from hands on CXone and MS TEAM Product training, workshops, including live, on-demand and in person, learn competitive offerings that allow you to continue to be a trusted advisor to the users while ensuring value is realized from our solution.

Be able to work in a fast-paced, cross functional team while being able to multi-task, prioritize and be detail oriented - both oral and written.

Be able to demonstrate an understanding of security, how it applies to our customers security needs and able to articulate a solution that meets their needs, both in design, transit, and at rest.

Have existing experience in UCaaS and CCaaS or experience working with Cloud products.

Have 8-10 years of work experience, preferred experience in technical training, implementation, integrating to CRMs, DBs Omni-channel, other software implementation or development/coding experience

Have bonus experience with REST, JSON, and APIs

Must be well verse in using Microsoft Excel

Have hands on exposure on UC transformation which includes, Skype for Business to Teams transition with Collaboration PSTN voice (Direct Routing & Direct Routing as a Service)

Provide Administration & Maintenance support to meeting conferencing tools such as Microsoft Skype for Business 2015/SFBO, Microsoft Teams Telephony and Zoom Conferencing. Audiocode Media Gateway Appliance, Poly IP Voice Phones CCX models

Serve as point of escalation for 3rd level troubleshooting to provide technical support for Microsoft Teams/AudioCode/Poly CCX IP Phones/Zoom Conferencing. Delivering Root Cause Analysis, Workarounds and Solutions for all technical problems with compliance to client Reuters defined ITIL Processes on Problem and Incident Management.

Has experiencing in deploying Regional or Global projects

The following are the CXone products and tools we need support from the engineer:
Supervisor tool

Performance Management tool

Interaction Analytics

CXone Predictive Behavioral Routing

Feedback Management Tool

WEM Enterprise

Auto Attendant

MAX and MAX integration

CRM agent Applications

Data Dictionary

Pre-Build Report

Custom Reporting

Data Download Report

Direct Data Access

Dashboards

Get Studio

ACD scripting

Developer Portal

IVR

Cloud Storage

Workforce Intelligence.

Unified Communication Technology

Microsoft Skype for Business 2015

Proof of concept Microsoft Teams

Zoom Conference Technologies

Polycom RPRM

Audiocode

Polycom IP Phones