- Position reports on a day-to-day basis to MOS Manager.

- Knowledge of NiCE solutions Engage/NTR.

- Work directly with client's System Engineers to support the NiCE infrastructure across the customers organization globally.

- Create record of the case and performing remediation in accordance to the severity of the case.

- Provide L1/L2/L3 support as required of the technical support for the NiCE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.

- Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NiCE system.

- Document and maintain NiCE system specifications (Site Documentation) across all sites.

- Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.

- Perform MAC (Move/Add/Change) jobs.

- Assist with NiCE projects, installations, and change management as required to support environment and infrastructure.

- Perform NiCE system maintenance across all sites as required.

- The MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.

- Effectively manage time and maintain regular communication and updates to both customer and management.

- Participate in training classes, or special projects as needed.

- Other roles and responsibilities may be assigned on an as needed basis.

Have you got what it takes?

- Must have a minimum of 4+ years of proven experience with the following :

- Experience working with voice and data networks in the capacity of design, implementation or project management.

- Microsoft operating systems, Networking, SQL, Security and VoIP technology.

- Telephony experience and certifications TDM, VoIP and CTI advantage.

- Telephony Experience with most common PBX, Switch and ACD Vendors Avaya, Nortel, Aspect, Siemens and Cisco advantage.

- CTI Experience with most common PBX, Switch, ACD and CTI vendors Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys advantage.

- HP, MCSE, MCP certifications advantage.

- Certified on all NiCE Systems solutions advantage.

Whats in it for you?

Join an ever-growing, market disrupting, global company where the teams comprised of the best of the best work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.