Job description
Job Title: Network Voice Admin
Duration: FTE / Permanent Hiring
Location: Irving, TX
Description:
Duration: FTE / Permanent Hiring
Location: Irving, TX
Description:
- Integration / migration related NICE activities and drive them end to end.
- 5-7 Yrs of experience in Voice Admin.
- Manage incidents and service requests within established service level agreements
- Perform administration, configuration of call recording equipment
- Troubleshoot call recording equipment. Performs timely review and planning of maintenance and upgrades for existing Infrastructures (hardware and software).
- Maintain documentation
- Assist in the planning and implementation call recording upgrades, patches and enhancements
- Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
- Track performance against service level agreements
- Ensure asset management and inventory are kept up to date
- Ensure preventative maintenance is completed as specified by customer
- Partner with internal customers and communicate changes and issues on the call recording platforms
- Coordinate, test, and implement applications and technology through projects and initiatives.
- Identify applications and systems that require updates and coordinate the implementation with the business owner.
- Analyze issues and performance problems that impact the ability to conduct business Break/Fix Support.
- Troubleshooting connectivity issues of Windows servers to ensure proper functionality and having operational support responsibilities for the call recording systems.
- Ensure that all relevant information has been collected related to recording issues and correlated and analyse the data where applicable.
- Proactively manage open incidents, provide regular updates on status.
- Follow and Support of Voice Recording incident management and reporting procedures.
- Work with Voice Recording partners (within customer subject matter experts and NICE Tier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue).
- Prepare and produce root cause analysis reports.
- Collaborate with customer subject matter expertise and external partners for installing customer/vendor certified patches.
- Create installation and troubleshooting documentation, when necessary.
- Programming with an understanding of the business reporting requirements and providing support to operations to understand or interpret reporting metrics and service levels.
- Ability to recommend and implement software updates to NICE recording platforms
- Identify/recommend infrastructure upgrades and improvements based upon industry best practices and the NICE Lifecycle Services Approach.
- Ensure that the performance and availability of the data and/or voice recording infrastructure is maintained to the highest standards so that maximum productivity is achieved.
- Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions and backup systems.
- Participate in 24/7 support and on-call rotation, including incident management duties.
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