Senior Technical Support Engineer

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology solutions company in Dubai is seeking a Senior Technical Support Engineer to optimize and support Unified Communication networks. The role requires a bachelor's degree and at least 4 years of experience in similar support operations. You will provide technical support for Cisco IPT and NICE CXone solutions, analyze business needs, and develop customized solutions. Strong problem-solving and communication skills are essential. This position offers an opportunity to work independently and within a team.

Qualifications

• 4+ years of experience in support operations of Unified Communication solutions.
• Strong knowledge of Telephony and Contact Center solutions.
• Excellent communication and interpersonal skills.

Responsibilities

• Optimize and troubleshoot Unified Communication networks.
• Provide technical support to end-users.
• Analyze business requirements to develop solutions.

Skills

Telephony solutions

Contact Center solutions

Analytical and problem-solving skills

Data and Voice Networking

Team collaboration

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Cisco IPT

Mitel IPT

NICE CXone

Job description

Job Title: Senior Technical Support Engineer

Experience: 4

Responsibilities:

• Optimize, enhance, implement, support, troubleshoot, and document Unified Communication networks 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 of Cisco IPT, Mitel IPT, NICE Cxone, or NICE software solutions.
• Analyze business requirements and develop customized solutions based on those 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 Center solutions and be able to troubleshoot daily operations cases.
• Implement new services such as new omnichannel call center setups, IVR scripting on NICE CXone.
• Develop and maintain technical documentation related to 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.

Required Experience:

Manager