NICE Administrator Job in Irving 75039, Texas Us

Role:

NICE Administrator – 1 year contract

 

We pay weekly via direct deposit.  Benefits available for purchase to start day 61.  401k available starting on Day 45.

 

Description:

This Information Technology position is responsible for providing tier three technical trouble resolution for the recording platforms utilized by multiple entities, providing technical support for enhancement projects related to the NICE Recording systems, system monitoring, and project management. Primary focus will be on the NICE infrastructure and its proper operation, configuration and support.   Candidate will be required to work with all levels across various disciplines on project execution and problem solving.   It is a critical requirement to work in cross-functional teams within Information Technology and the business; interfacing with the Operations System Support staff, Technology Assistance Center, Service Engineering - Recording Solutions team, System Engineers, and with the vendors.

 

Duties:

Understand the impact and implications of issues and where necessary, apply knowledge and experience to indistinct situations which require "out of the box" thinking to resolve.

May be asked to participate in an on-call (24x7) support structure on a rotational basis and be available for after hour and weekend work when the occasions arise.

Provide technical guidance to colleagues and document new, as well as update existing, policies and/or procedures.

Facilitate the use of new technologies and tools to improve the recording system trouble resolution process.

Work with development team supporting applications and systems which interface with the recording systems to resolve issues as well as implement improvements.

 

Qualifications:

Extensive technical knowledge of the 8.8 and/or Perform NICE Recording system. 

Proficient in SQL (Sequential Query Language)

Call Center Expertise - ACD, Avaya PBX, ASAI, GeoTel, Network IVR, and Voice and Data Networks

Must have strong technical support skills with a minimum of 4+years experience supporting, troubleshooting, and configuring voice systems.

Education: Must have advanced education in IT/Engineering and3-5 years technical / platform experience.

Must have strong analytical skills for analyzing application logs and trouble shooting system and software issues.

Demonstrates general knowledge and proficiency with Server Operating Systems and security software (in particular Microsoft 2000 or later).

Must be proficient in Microsoft Office applications (Word, Excel, Access, Powerpoint)

Required to be organized, possessing project management skills, and strong follow-up skills.

Must be able to set goals and complete deliverables with minimal direction and/or support, with ability to identify and escalate broader issues.

Must be able to work in cross functional team environments, possess good interpersonal skills, while being able to work independently.

Must be a self-starter, with the ability to "think outside the box", applying knowledge and experience to ambiguous situations which may require flexibility in decision making to resolve an issue.

Must be able to effectively communicate (written and oral) with all levels of the organization.