Job Description

: Have hands on exposure the latest exciting technology trends in creating, managing, and improving CX (Nice in contact) and MS TEAM for our users \xe2\x80\x93 including AI, Bot, Voice Biometrics, Real Time Analytics, and Interactive Guidance. \xef\x82\xb7 Have direct involvement working with end-users to understand their business strategies, enabling us to help them achieve company goals and outcomes through the use of CXone solutions. \xef\x82\xb7 Be innately curious, with a passion and eagerness to have hands on technology. Build and create solutions that help end-users meet their CX and MS TEAM objectives. \xef\x82\xb7 Have the desire to work independently, flexibly and possess critical thinking in creative solutioning for our end-users \xef\x82\xb7 Be able to create a customized demo and have the opportunity to tell the story that showcases the solution in a persona and value-based manner for the applicable user roles of CXone and MS TEAM \xef\x82\xb7 Discover user needs that translate into hands-on workshops, sandbox experiences, or proofs of concept to help customers realize the value of CXone and MS TEAM \xef\x82\xb7 Have access to a collaborative, team-oriented environment, along with access to other internal resources across the organization to help you understand and solve complex technical challenges while participating and contributing in key areas of experience and strength. \xef\x82\xb7 Have access to actively participate in learning from hands on CXone and MS TEAM Product training, workshops, including live, on-demand and in person, learn competitive offerings that allow you to continue to be a trusted advisor to the users while ensuring value is realized from our solution. \xef\x82\xb7 Be able to work in a fast-paced, cross functional team while being able to multi-task, prioritize and be detail oriented \xe2\x80\x93 both oral and written. \xef\x82\xb7 Be able to demonstrate an understanding of security, how it applies to our customers security needs and able to articulate a solution that meets their needs, both in design, transit, and at rest. \xef\x82\xb7 Have existing experience in UCaaS and CCaaS or experience working with Cloud products. \xef\x82\xb7 Have 8-10 years of work experience, preferred experience in technical training, implementation, integrating to CRMs, DBs Omni-channel, other software implementation or development/coding experience \xef\x82\xb7 Have bonus experience with REST, JSON, and APIs \xef\x82\xb7 Must be well verse in using Microsoft Excel \xef\x82\xb7 Have hands on exposure on UC transformation which includes, Skype for Business to Teams transition with Collaboration PSTN voice (Direct Routing & Direct Routing as a Service) \xef\x82\xb7 Provide Administration & Maintenance support to meeting conferencing tools such as Microsoft Skype for Business 2015/SFBO, Microsoft Teams Telephony and Zoom Conferencing. Audiocode Media Gateway Appliance, Poly IP Voice Phones CCX models \xef\x82\xb7 Serve as point of escalation for 3rd level troubleshooting to provide technical support for Microsoft Teams/AudioCode/Poly CCX IP Phones/Zoom Conferencing. Delivering Root Cause Analysis, Workarounds and Solutions for all technical problems with compliance to client Reuters defined ITIL Processes on Problem and Incident Management. \xef\x82\xb7 Has experiencing in deploying Regional or Global projects The following are the CXone products and tools we need support from the engineer: Supervisor tool Performance Management tool Interaction Analytics CXone Predictive Behavioral Routing Feedback Management Tool WEM Enterprise Auto Attendant MAX and MAX integration CRM agent Applications Data Dictionary Pre-Build Report Custom Reporting Data Download Report Direct Data Access Dashboards Get Studio ACD scripting Developer Portal IVR Cloud Storage Workforce Intelligence. Unified Communication Technology Microsoft Skype for Business 2015 Proof of concept Microsoft Teams Zoom Conference Technologies Polycom RPRM Audiocode Polycom IP Phones