Job Description

Project Role : Technology Architect
Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.
Must have skills : Network Infrastructures
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking a skilled and motivated Team Lead with proven experience in managing and supporting NICE Engage solutions. The ideal candidate will be responsible for overseeing the maintenance, troubleshooting, and enhancements of voice recording infrastructure, with a strong focus on NICE Engage components. This role also involves team leadership, vendor management, and end-to-end project delivery. Roles & Responsibilities: o Administer and maintain NICE Engage solutions, including: o Voice, Screen, and Quality Recording o Form Designer, Engage Search, Policy Manager, and Compliance Assurance o Handle daily incidents and service requests in a production environment. o Provide support for day-to-day operations and ensure SLA adherence. o Own and manage vendor escalations for critical production issues. o Gather business requirements, prepare design documentation, and deliver technical solutions. o Estimate effort and scope for projects and change requests. o Plan, track, and lead migrations, upgrades, and implementations. o Identify and implement automation and process improvements to enhance efficiency. o Support 24x7 operations and be part of on-call escalation as required. o Mentor and guide team members; manage deliverables and timelines. o Prepare and share regular reports with clients and project managers. o Lead customer communications, issue escalations, and service reviews. o Represent NICE effectively in front of customers and stakeholders. o Drive continuous learning, skill upgrades, and cross-training within the team. o Contribute to capability development and project initiatives. Professional & Technical Skills: o Strong working experience with NICE Engage recording solutions o Hands-on knowledge of: o NICE Engage components: AIR, Interaction Center, Policy Manager, Search, Compliance Assurance o CTI integrations with Cisco and Avaya o Installing product updates, hotfixes, and system/application rollouts o Proficient in MS SQL queries for database troubleshooting and reporting o Good understanding of Windows Server OS (2016/2022) o Basic to intermediate skills in network analysis (e.g., Wireshark) o Familiarity with telephony audio and signaling protocols. o Understanding of platform hardware (RAID, SCSI, HDD), and storage technologies (EMC, Tivoli) o Ability to troubleshoot complex server performance and infrastructure issues Additional Information: Minimum 6 + years working with NICE products o NICE Certified Implementation Engineer (NCIE) o Microsoft SQL Server certification
15 years full time education
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