Network Voice Admin

Job Description:

The main objective of this position would be to provide support for NICE call recording for Cisco, IPC, MS Team, etc. platforms for entire India region. Also managing supporting IPC Turret system. Propose latest technologies and innovation in domain, help and support BAU team for any critical incident or task, assisting team to ensure effective service management to meet service-level agreements and control costs.

Able to demonstrate the ability to undertake the above responsibilities.
- Has expert knowledge of NICE, IPC Services added knowledge on Cisco IPT .
- Has working knowledge in designing and delivering NICE application installation.
- IPC installation and troubleshooting
- Excellent written and verbal communication skills.
- Able to work under pressure and meet deadlines.
- Able to demonstrate a high degree of flexibility including shift and out of hours working.
- Demonstrate a positive, diverse, and inclusive attitude that fosters excellent service and Business satisfaction.
- Excellent organisational skills
- Expert knowledge of ITIL disciplines
- Good team and relationship builder with excellent communication skills at all levels
- Excellent documentation skills

Direct Responsibilities

- Providing support for NICE Verba call recording along with IPC Turret system.
- Monitoring of NICE, Verba Etrali/IPC for India region
- Prepare and circulate Morning/Afternoon/Evening check list report for NICE, Verba Etrali/IPC setup.
- Configuration troubleshooting of NICE, Verba Etrali/IPC related issues by resolving them with maximum customer satisfaction.
- Act as the front line T1/2 technical contact to interact with customers (business partners and direct customers)
- Installation of IPC Products.
- Installation of NICE/Verba//Etrali/IPC/ product update packs and hot fixes, if any.
- Maintain MIS (Incident/ Request /Changes) reports
- Maintain Recorded user List (monthly) in sync with Voice team.
- Configure and Troubleshooting for any other OEM Product and technology like Cisco, Microsoft etc.
- Applying MS patches on NICE, Verba servers on Monthly basis
- Support for BCP/DR drills
- Support for installing patches every month during weekends.
- Installation of additional Nice Licenses
- Coordinate with different BNPP internal teams for any new/additional requirements of Server, Database, etc. for any enhancements in Nice/Etrali/IPC Infrastructure

Contributing Responsibilities

- Support for installing patches every month during weekends.
- Installation of additional Nice Licenses
- Coordinate with different BNPP internal teams for any new/additional requirements of Server, Database, etc. for any enhancements in Nice/Etrali/IPC Infrastructure

Behavioral Competencies :

Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan, prioritise and complete your own work, whilst remaining a team player
Willingness to engage with and work in other technologies

Note: This job description is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization.

Skills:

• Cisco
• Network Administration
• Telephony