Job Description

Call recording Engineer - Engineer will support end to end NICE call recording and Nexidia analytics . Daily tasks would include - taking care of BAU activities- incidents related to the application , monitoring, health check , executing changes and validations . Candidate must have excellent written/verbal communication skills and work closely with vendor/contractor partners. Responsibilities include planning and implementing after-hours changes/upgrades to call recording and call analytics related applications and infrastructure, completing detailed implantation plans/design documentation, and troubleshooting/resolving complex Incidents. Candidate must be able to provide expert-level troubleshooting, and end-to-end support/resolution of Service Requests.

Responsibilities
Incident Management:
Perform resolution for NICE Call REcording and Nexidia Analytics Incidents following Ameriprise Service Management processes.
Expert level troubleshooting and analysis for all In-Scope Technology.
Analysis and resolution of chronic or undetermined issues.
Deep dive analysis of Problems and Incidents.
Expert Analysis of device, server network performance logs to triage Incidents/Outages as they occur.
Problem Management:
Provide technical expertise for Problem Management support (including RCA).
Analysis and resolution of chronic or undetermined issues.
Application based performance captures.
Change Management:
Must be able to Implement technology changes, including after hours, to configure, upgrading and maintain supported technologies
Document detailed change implantation plans / procedures and be able to represent said plans during change management reviews
Work with ITIL and Change Management processes and comply with all security policies
Configuration Management:
Review and update detailed technical and Architectural Standards.
Specialist in the field or technology supported.
Partner with Ameriprise CDO experts for alignment on strategies and priorities.
Tightly integrated with Ameriprise Delivery Teams for the implementation of new technologies and capabilities
Provide expert product-specific skills in supported technologies.
Work directly with product manufacturer to resolve any issues, identify any enhancements and implement.
Analysis and resolution of chronic or undetermined issues.
Audit call recording and analytics infrastructure to verify conformance to standards and best practices.
OTHER BEHAVIORS:
Build partnerships with Ameriprise CDO experts and Portfolio Architects.
Demonstrate continuous learning of Ameriprise Business and technical environment.
Mentor and coach team members
Work directly with vendors for issue resolution.
Initiate conversations with escalated Ameriprise engineers and support vendors

Required Qualifications
Degree in Computer Science, Engineering related field; or equivalent work experience. Preferred certification(s): NICE certified, NICE NTR , NICE Engage/Verint , Analytical tool- Nexidia .
Effective written and verbal communication skills and ability to articulate technical information across multiple organizational levels.
Demonstrate strong analytical, problem solving and debugging skills.
Should be flexible with the shifts depending upon the business requirement.
Engineer is expected to possess years of experience and detailed working knowledge configuring, supporting, upgrading the following technologies:
NICE Engage 6.12, Nexidia 12.1, NTR
UCCE Unified Contact Center Enterprise 11.6 - 12.5
SQL 2008 R2, 2016,
CTI Integrations with 3rd party applications
understanding of VMware software, ESXi B-series, C-series, vCenter
Basic understanding of CUCM - Call Manager 11.5 - 12.5

Preferred Qualifications
Preferred Qualifications
Preferred certification(s): Voice Certification
MS Teams knowledge
Cloud
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required