Senior Managed Services Engineer L3 UC/CX Expert

NTT DATA, Inc.; Christchurch; On-site; NZD 120,000 - 170,000; Full time

Job summary

NTT DATA, Inc. seeks an experienced Managed Services Engineer L3 to provide proactive UC/CX support and incident management for enterprise clients. You will lead complex troubleshooting, root-cause analysis, and cross-functional collaboration.

The role requires strong ITIL knowledge, 7+ years in collaboration and contact centre environments, and the ability to mentor junior engineers while maintaining service excellence.

Qualifications

• Advanced IT/Computing qualification or equivalent experience.
• Extensive experience with enterprise Collaboration and Contact Centre environments.
• 7+ years in engineering with Managed Services background.
• Strong ITIL knowledge and vendor coordination.

Responsibilities

• Perform checks, apply monitoring tools, and respond to alerts.
• Log incidents with detail and escalate as needed.
• Analyze, assign, and escalate support calls.
• Investigate third-line issues and identify root causes.
• Escalate to 3rd party vendors when required.
• Provide onsite technical support and field engineering.
• Review incidents monthly and suggest quality improvements.
• Offer feedback to clients and update systems accordingly.
• Identify opportunities for automation and work optimization.
• Provide L3 escalation support and major incident management.

Skills

Communication across cultures

Project planning

Positive outlook

Resilience under pressure

Active listening

Adaptability

Client-centric approach

Education

Advanced IT/Computing qualification

NICE CXone Implementation Engineer

Genesys Cloud Certification

Cisco CCNP Collaboration

Microsoft 365 Teams Administrator

Tools

Cisco CUCM

Cisco Unity Connection

Cisco CUBE

SIP Trunks

Expressway

Microsoft Teams Voice

Teams Direct Routing

AudioCodes SBC

Genesys Cloud

NICE CXone

VoIP protocols (SIP, RTP, TLS)

Packet capture analysis

Job description

NTT DATA, Inc. seeks an experienced Managed Services Engineer L3 to provide proactive UC/CX support and incident management for enterprise clients. You will lead complex troubleshooting, root-cause analysis, and cross-functional collaboration.

The role requires strong ITIL knowledge, 7+ years in collaboration and contact centre environments, and the ability to mentor junior engineers while maintaining service excellence.