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Senior Technical Support Engineer
Descripción de la vacante
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.
Formación
- 4+ years of experience in support operations of Unified Communication solutions.
- Strong knowledge of Telephony and Contact Center solutions.
- Excellent communication and interpersonal skills.
Responsabilidades
- Optimize and troubleshoot Unified Communication networks.
- Provide technical support to end-users.
- Analyze business requirements to develop solutions.
Conocimientos
Educación
Herramientas
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
* El índice de referencia salarialse calcula en base a los salarios que ofrecen los líderes de mercado en los correspondientes sectores. Su función es guiar a los miembros Prémium a la hora de evaluar las distintas ofertas disponibles y de negociar el sueldo. El índice de referencia no es el salario indicado directamente por la empresa en particular, que podría ser muy superior o inferior.