Verizon NICE Support Engineer in Dallas/Fort Worth Airport, Texas
Engineering and administrative level expertise in the latest NICE call recording technologies and application versions. Responsibilities include providing technical (break/fix), management, and administration support for the recording application and underlying infrastructure. Ability to maintain application availability and functionality within an enterprise Cisco IPT environment and work in concert with other VoIP engineers on complex issues and tasks.
Extensive operational experience supporting a large scale NICE call recording infrastructure
Extensive operational experience troubleshooting enterprise wide call recording issues and agent level issues
Experience with Cisco IP Telephony/IP Contact Center in a large scale production environment
Knowledge of H.323 protocols and Session Initiation Protocol (SIP)
Extensive experience troubleshooting
Ability to effectively communicate in English to include spoken communication, professional writing, technical writing and effective email writing
Able to work with general guidance to effectively perform routine to complex assignments; demanding familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.
Must be able to solve a wide range of basic to complex problems with general guidance for the accomplishment of short to medium term goals and operating objectives.
Acts independently and exercises independent judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.
Certifications for CCNA Voice or CCNP Voice
Experience with other enterprise call recording products; (Genesys Recording GIR / Calabrio)
Experience in troubleshooting and configuration for Cisco Unified Contact Center Enterprise (V8.x, V9.x, and 10.x) and Express (v8.x and 9.x) as well as associated technologies (Contact Recording, Cisco Agent Desktop, Reporting, etc.)
Equal Employment Opportunity
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