Managed Services (UC/CX) Engineer L3

NTT Limited; Wellington; On-site; NZD 100,000 - 140,000; Full time

Job summary

NTT DATA is seeking a seasoned Managed Services (UC/CX) Engineer L3 in Wellington to deliver proactive incident resolution and high-complexity ticket handling for enterprise clients. The role requires deep technical expertise, ITIL familiarity, and mentorship for junior engineers to ensure seamless service delivery.

On-site work is expected, with responsibility for root-cause analysis, major incident management, and cross-vendor coordination to maintain SLA targets and client satisfaction across

Qualifications

• Advanced IT qualifications in IT/Computing or equivalent.
• NICE CXone and Genesys Cloud certifications or equivalent.
• Cisco CCNP Collaboration or equivalent certification.
• Microsoft 365 Teams Administrator Associate certification.
• Certifications relevant to the services provided.

Responsibilities

• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third line support calls and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• Performs any other related task as required.
• L3 escalation support.
• Major Incident Management.
• Root Cause Analysis.
• Problem Management.
• Change Management.
• Customer communication.
• Vendor management.
• Mentoring junior engineers.

Skills

Cross-cultural comms

Project planning

Positive mindset

Working under pressure

Active listening

Adaptability

Client-focused

Education

Advanced IT qualification (degree/ diploma)

NICE CXone Certification

Genesys Cloud Professional Certification

Cisco CCNP Collaboration

Microsoft 365 Teams Administrator

Tools

Cisco CUCM

Unity Connection

Cisco CUBE

SIP Trunks

Expressway

Microsoft Teams Voice

Teams Direct Routing

AudioCodes SBC

Genesys Cloud

VoIP protocols (SIP/RTP/TLS)

Job description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

About the role

The Managed Services (UC/CX) Engineer L3 is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Key Responsibilities

• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and provide field engineering services to clients.
• Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality.
• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
• Proactively identifies opportunities for work optimization including opportunities for automation of work.
• Performs any other related task as required.
• L3 escalation support.
• Major Incident Management.
• Root Cause Analysis.
• Problem Management.
• Change Management.
• Customer communication.
• Vendor management.
• Mentoring junior engineers.

Knowledge and Attributes

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications

Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience). NICE Certified Implementation Engineer (CXone ACD/IVR) Genesys Cloud: Professional Certification (GC-GCP) Cisco CCNP Collaboration or equivalent certification. Microsoft 365 Certified: Teams Administrator Associate. Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).

Required experience

Seasoned experience required in Engineering function within a medium to large ICT organization. 7+ years experience supporting enterprise Collaboration and Contact Centre environments. Seasoned experience of Managed Services. Excellent working knowledge of ITIL processes. Seasoned experience working with vendors and/or 3rd parties. Excellent knowledge of voice, video and other collab modalities. Cisco CUCM, Unity Connection , Cisco CUBE, SIP Trunks, Expressway Microsoft Teams Voice, Teams Direct Routing AudioCodes SBC Genesys Cloud -- Very important NICE CXone -- Very important VoIP protocols (SIP / RTP / TLS), QoS Packet capture analysis.

Workplace type

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Company Culture and Values

Join our growing global team and accelerate your career with us. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!