Senior Technical Support Engineer

Job Title

Senior Technical Support Engineer at Intertec Systems

Base pay range

This range is provided by Intertec Systems. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more.

Job Purpose

The Unified Communications Support Engineer is responsible to optimize, enhance, implement, support, troubleshoot, and document Unified Communications networks (Cisco IPT, Mitel IPT, NICE CXone) solutions. They provide technical support and guidance to businesses, analyze business requirements, and develop customized solutions that meet those requirements.

Responsibilities

• Optimize, enhance, implement, support, troubleshoot, and document Unified Communications networks (Cisco IPT, Mitel IPT, NICE CXone) solutions.
• Provide technical support and guidance to corporate and contact center end-users on the use and enhancements of Cisco IPT, Mitel IPT, NICE CXone software solutions.
• Analyze business requirements and develop customized solutions based on those requirements.
• Test, troubleshoot, and provide solutions for issues and requirements to ensure they function correctly.
• Able to manage small enhancement projects.
• Script development and knowledge of APIs, integration.
• Understand contact center solutions and troubleshoot daily operations cases.
• Implement new services such as omnichannel contact center capabilities and IVR scripting on NICE CXone.
• Develop and maintain technical documentation for all Unified Communications solutions.
• Collaborate with cross-functional teams to ensure Unified Communications solutions meet business needs.
• Stay up to date with developments in Unified Communications and incorporate relevant advances into solutions.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• At least 4 years of experience in support operations of Unified Communications solutions.
• Strong knowledge of telephony and contact center solutions.
• Excellent analytical and problem-solving skills.
• Strong knowledge of data and voice networking concepts.
• Strong communication and interpersonal skills; ability to work independently and in a team.
• Certification in Cisco Collaboration/Contact Center or NICE CXone (preferably both).
• ITIL Foundation certification is preferred.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting