(A+61) | Sr. Telephony Engineer

Job description
Job Description : Nice InContact Telephony Expert Experience: 5-10 yrs. experience Tier 1 Activities Tier 1 support will be chartered to execute the following activities and similar activities as capabilities expand. Initial Triage and Troubleshooting of Issues, using predetermined runbooks User Management - Activation/Deactivation of Users, Profile/Permission set mgmt, Troubleshoot login issues, Password Resets etc. Business Hrs Management Blocking/Unblocking of Phone Numbers Incident Communication and Reporting Technical Expertise Review Evidence of previous work and expertise with NICE CXOne, Amazon Connect Evidence of previous work and expertise supporting global telephony platform Tier 2 Activities Tier 2 should be able to fulfill all the requirements listed in Tier 1 and in addition to that have a deeper understanding of the customizations in the platform and support various workflows and integration. Tier 2 support should be able to Able to review IVR flows, address issues Able to review and resolve Screen Recording, Voice recording issues Able to review connectivity issues, engage with BPOs/NICE support/Orange support for advanced debugging Able to support UAT and other testing for ongoing initiatives Impact Assessment of NICE product releases and patches as it pertains to what we maintain Technical Expertise Review Has deep understanding of Telephony including but not limited to NICE CXone System management/ Administration tools Cloud connect configurations Orange Business Talk Voice Site (NNIs) configurations Number Procurement Number Porting Amazon Connect related apps Lambda DynamoDB Amazon S3 bucket Amazon Polly Kinesis Stream Proficiency in using the below set of tools needed to support our voice ecosystem Microsoft Visio Professional Flowchart Maker and Diagramming Software https://www.microsoft.com/en-us/microsoft-365/visio/flowchart-software Adobe Audition Audio recording and editing software https://www.adobe.com/products/audition.html Acrobat Reader DC View, Print, Sign & Annotate PDFs https://www.adobe.com/acrobat/pdf-reader.html Gold Wave Audio & Video Editing Software and to batch convert audio files https://www.goldwave.com/ Google Chrome browser Needed for Nice inContact CXone and softphone Mozilla Firefox browser Orange Portal required browser Studio Create IVR Menu and call routing environment https://help.incontact.com/Content/Studio/Application/DownloadAndInstallStudio.htm Screen Recording ScreenAgent for Windows https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm Qualifications: Education level: BE/B.Tech/MCA Experience: 5-10 yrs. Experience