Call Center Systems Engineer w/ NICE and Nexidia Experience

The Call Center Systems Engineer’s role is to ensure the stability, integrity, and efficient operation of the enterprise call center infrastructure that supports core functions within the corporate call center environment. This includes monitoring, maintaining, supporting, and optimizing all NiCE products such as Call Recording, Quality Central, Nexidia Data Analytics, Enlighten, IEX, and associated operating systems.

Key Responsibilities:

• Provide Tier IV support and resolution of issues with prevention plans related to Contact Center, ACD, Workforce Management, Quality Monitoring, Reporting Systems, and other services.
• Work with technical staff to understand and resolve software issues.
• Develop conversion and system implementation plans.
• Apply strong communication, analytical, and problem-solving skills to maximize IT systems investments.
• Maintain a good understanding of business applications.