Senior Managed Services Engineer UC/CC L3 (On-site)

NTT DATA, Inc.; Christchurch; On-site; NZD 120,000 - 180,000; Full time

Job summary

NTT DATA is seeking an experienced Managed Services (UC/CX) Engineer L3 in Christchurch to proactively manage complex incidents, perform root cause analysis, and drive continual service improvements. You will mentor junior engineers, coordinate with vendors, and ensure high-quality field engineering support for clients.

The role emphasizes ITIL processes, cross-technology knowledge of voice/video collaboration, and hands-on experience with Cisco/Genesys/NICE CXone ecosystems in a dynamic,

Qualifications

• 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).

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.

Skills

ITIL processes

Vendor management

VoIP protocols

Cisco CUCM / Unity

SIPs / RTPh / SIP Trunks

Microsoft Teams Voice

Genesys Cloud

NICE CXone

Problem Management

Root Cause Analysis

Mentoring junior engineers

Education

Advanced IT/Computing qualification

NICE CXone CXone ACD/IVR certification

Genesys Cloud Professional Certification

Cisco CCNP Collaboration

Microsoft 365 Certified: Teams Administrator Associate

Certifications related to provided services

Tools

Cisco CUCM

Unity Connection

Cisco CUBE

SIP Trunks

Expressway

Microsoft Teams Voice

Genesys Cloud

NICE CXone

AudioCodes SBC

Job description

NTT DATA is seeking an experienced Managed Services (UC/CX) Engineer L3 in Christchurch to proactively manage complex incidents, perform root cause analysis, and drive continual service improvements. You will mentor junior engineers, coordinate with vendors, and ensure high-quality field engineering support for clients.

The role emphasizes ITIL processes, cross-technology knowledge of voice/video collaboration, and hands-on experience with Cisco/Genesys/NICE CXone ecosystems in a dynamic,