Job Description :
Nice In Contact 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
Dynamo DB
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 in Contact 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/Download And Install Studio.htm
Screen Recording Screen Agent for Windows https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm

Qualifications:
Education level: BE/B. Tech/MCA
Experience: 5-10 yrs. Experience