Senior Managed Services Engineer (UC/CX) L3

NTT; Wellington; On-site; NZD 90,000 - 120,000; Full time

Job summary

NTT DATA is seeking an experienced Managed Services (UC/CX) Engineer L3 to deliver proactive incident resolution and high-complexity ticket management for enterprise clients in a highly collaborative environment.

You will leverage deep technical expertise in voice, video, and collaboration platforms, including Genesys Cloud and NICE CXone, to maintain SLA adherence, participate in change management, and mentor junior engineers.

Qualifications

• Advanced IT/Computing qualification or equivalent experience.
• Professional Genesys Cloud Certification is preferred.
• Cisco CCNP Collaboration or equivalent certification.
• Microsoft 365 Teams Administrator certification preferred.

Responsibilities

• Performs checks, applies monitoring tools and responds to alerts.
• Investigates incidents, logs details and escalates where needed.
• Provides onsite technical support and field engineering services.
• Conducts monthly reviews of incidents and performance, suggests improvements.
• Supports vendors and third parties as needed.
• Mentors junior engineers and shares knowledge across teams.

Skills

ITIL processes

Vendor management

Voice & video collaboration

Genesys Cloud

NICE CXone

Education

Advanced IT/Computing qualification

Genesys Cloud: GC-GCP

Cisco CCNP Collaboration

Microsoft 365 Teams Admin

Tools

Cisco CUCM

Unity Connection

Cisco CUBE

SIP Trunks

Expressway

Microsoft Teams Voice

Teams Direct Routing

AudioCodes SBC

NICE CXone

Genesys Cloud

Job description

NTT DATA is seeking an experienced Managed Services (UC/CX) Engineer L3 to deliver proactive incident resolution and high-complexity ticket management for enterprise clients in a highly collaborative environment.

You will leverage deep technical expertise in voice, video, and collaboration platforms, including Genesys Cloud and NICE CXone, to maintain SLA adherence, participate in change management, and mentor junior engineers.