Senior Technical Support Engineer

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 183,000 - 258,000; Full time

Job summary

A technology solutions provider is seeking a Senior Technical Support Engineer in Dubai. The role involves optimizing, enhancing, and troubleshooting Unified Communication solutions such as Cisco IPT, Mitel IPT, and NICE CXone. Candidates should have at least 4 years of experience in support operations, a Bachelor’s degree in a relevant field, and strong analytical, problem-solving, and communication skills. The position offers opportunities to work independently as well as collaboratively on projects.

Qualifications

• At least 4 years of experience in support operations of Unified Communication solutions.
• Strong knowledge of Data and Voice Networking concepts.
• Certified in Cisco Collaboration/Contact Center or NICE Cxone (Preferably both).

Responsibilities

• Optimize and support Unified Communication network solutions.
• Provide technical support to end-users.
• Analyze business requirements and develop solutions.
• Develop and maintain technical documentation.
• Stay updated with developments in Unified Communication Solutions.

Skills

Telephony knowledge

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Education

Bachelor’s degree in computer science or related field

Tools

Cisco IPT

Mitel IPT

NICE CXone

Job description

Job Title

Senior Technical Support Engineer

Job Purpose

The Unified Communications Support Engineer is responsible tooptimize, enhance, implement, support, troubleshoot, and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE Cxone)solutions. They are responsible for providing technical support and guidance to businesses, analyzing business requirements, and developing customized solutions that meet those requirements.

Experience

4+

Responsibilities

• Optimize, enhance, implement, support, troubleshoot, and document Unified Communication network of (Cisco IPT, Mitel IPT, NICE Cxone)solutions.
• Provide technical support and guidance to Corporate and Contact Center end-users on the use and enhancements ofCisco IPT, Mitel IPT, NICE CxoneNice software solutions.
• Analyze business requirements and develop customized solutions based on business requirements.
• Test, troubleshoot, and provide solutions for issues and requirements and ensure they are functioning correctly.
• Able to manage small enhancement projects.
• Scripting and knowledge about APIs, Integration
• Understand Contact Centers solutions and able to troubleshoot daily operations cases.
• Implement new services like new omnichannel call center, setup on IVR scripting on NICE CXone
• Develop and maintain technical documentation related all Unified Communications solutions.
• Collaborate with cross-functional teams to ensure that the Unified Communications solutions meet business needs.
• Stay up to date with the latest developments in Unified Communication Solutions and incorporate those developments into solutions as appropriate.

Mandatory

• Bachelor’s degree in computer science, Information Technology, or related field.
• At least 4 years of experience in support operations of Unified Communication solutions.
• Strong knowledge of Telephony and Contact Center solutions.
• Excellent analytical and problem-solving skills.
• Strong knowledge of Data and Voice Networking concepts.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Certified in any of Cisco Collaboration/Contact Center or NICE Cxone (Preferably both).
• Preferred to have ITIL Foundation certification