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. - 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 a24x7 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. - 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. #J-18808-Ljbffr