Senior Managed Services Engineer – UC/CX (L3)

NTT America, Inc.; Auckland; On-site; NZD 120,000 - 180,000; Full time

Job summary

NTT DATA is seeking a seasoned Managed Services (UC/CX) Engineer L3 to deliver proactive, high-quality support for enterprise collaboration and contact centre environments. You will manage complex incidents, lead root-cause analyses, and mentor junior engineers across functions, while coordinating with vendors to resolve critical issues.

The role emphasizes ITIL-aligned processes, cross-cultural communication, and onsite field engineering services.

Qualifications

• Advanced IT/Computing qualification or equivalent work experience.
• Certifications in CX/UC platforms are highly valued.
• Experience in enterprise collaboration and contact centre environments.
• ITIL processes knowledge and vendor management experience.
• Strong analytical and problem-solving skills.

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

Cross-cultural communication

Incident management

Root Cause Analysis

Vendor coordination

Mentoring junior engineers

Education

Advanced IT/Computing qualification

NICE CXone Certification

Genesys Cloud Professional Certification

Cisco CCNP Collaboration

Microsoft 365 Certified: Teams Administrator Associate

Tools

Cisco CUCM

Cisco Unity Connection

SIP Trunks

Expressway

Microsoft Teams Voice

NICE CXone

Genesys Cloud

Job description

NTT DATA is seeking a seasoned Managed Services (UC/CX) Engineer L3 to deliver proactive, high-quality support for enterprise collaboration and contact centre environments. You will manage complex incidents, lead root-cause analyses, and mentor junior engineers across functions, while coordinating with vendors to resolve critical issues.

The role emphasizes ITIL-aligned processes, cross-cultural communication, and onsite field engineering services.