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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
Education
Tools
Job Title: Senior Technical Support Engineer
Experience: 4
- 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.
- 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.
Manager
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.