Company Description:
We are Sutherland
— a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
NICE
employees are highly motivated, self-starters who thrive on achieving success after success for our customers. NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance. To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving. We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers. This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market.
Job Description:
The MOS PSE performs a wide range of duties including some or all the following:
- Provide L1/L2 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
- Knowledge of NICE solutions – NTR and NTR-X.
- Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally.
- Should be capable to deploy NICE product for the customer.
- Create record of the case and performing remediation in accordance with the severity of the case.
- Engage and co-ordinate efforts with suppliers/other representatives as needed.
- Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
- Provide basic application training and support to client's Engineers on the NICE applications as required.
- Document and maintain NICE system specifications (Site Documentation) across all sites.
- Provide and evaluate proactive Health Checks on a daily, weekly, and monthly basis.
- Perform MAC (Move/Add/Change) jobs.
- Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
- Perform NICE system maintenance across all sites as required.
- The PSE is expected to manage customer relationships and expectations, communicate effectively, troubleshoot and resolve technical issues.
- Effectively manage time and maintain regular communication and updates to both customer and management.
- Participate in training classes, or special projects as needed.
- Other roles and responsibilities may be assigned on an as needed basis.
Qualifications:
Must have a minimum of 2-3 years of proven experience with the following:
- Very good communication skills.
- Availability to work and cover a 24x7 operational support model with 5 days working including weekend shifts.
- Troubleshooting and log analysis of Windows operating system is an advantage.
- Experience of working in medium or large teams. Must be a Team player.
- High customer service orientation.
- Will be the NICE face in front of customers, both verbally and in writing.
- Ability to work independently with a strong sense of self responsibility and accountability.
- Should be flexible to work round the clock as needed.
- Collaborative and shared knowledge and experience.
- Can adjust well to constantly changing environments.
- BS in Computer Science, Electrical Engineering or related technical degree preferred.
- Voice operation experience
- Experience working with voice and data networks in the capacity of design, implementation, or project management.
- Microsoft operating systems, Networking, MySQL/SQL, Security and VoIP technology
- Knowledge of database, writing/modifying scripts is expected.
- Telephony experience and certifications –VoIP and CTI
- Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Fusion, IPC –advantage.
- CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
- HP, MCSE, MCP certifications – advantage.
- Can express appropriately both verbally and in writing.
- Copes well with conflicts and can resolve them.
- Can learn and adapt to new technology independently and fast.
- Can identify solutions even when not all technical information and data are available.
- Works methodologically and follows the process.
- Works well in alignment and coordination with the customer designated team.
