Senior Managed Services Engineer - UC/CX (L3)
NTT DATA, Inc.
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Job summary
NTT DATA is seeking a seasoned Managed Services (UC/CX) Engineer L3 in Wellington, NZ. The role delivers proactive incident resolution, complex problem management, and field engineering to clients, ensuring SLA adherence.
You will mentor junior members across functions and drive service improvements. Requirements include 7+ years in enterprise Collaboration and Contact Centre environments, ITIL knowledge, and certifications in Genesys Cloud and NICE CXone, with Cisco and Microsoft Teams voice
Qualifications
- Advanced diploma, degree, or relevant IT/Computing qualification.
- NICE CXone and Genesys Cloud certifications highly valued.
- Cisco CCNP Collaboration or equivalent certification.
Responsibilities
- Performs necessary checks, applies monitoring tools and responds to alerts.
- Identifies problems and errors and logs incidents with detail.
- Escalates and assigns support calls and analyzes third line issues.
- Investigates root causes and provides resolutions for complex incidents.
- Reports to vendors and provides onsite technical support when required.
- Mentors junior engineers and supports knowledge sharing.
- Manages major incidents and conducts root cause analyses.
- Participates in Change and Problem Management activities.
Skills
Education
Tools
Job description
NTT DATA is seeking a seasoned Managed Services (UC/CX) Engineer L3 in Wellington, NZ. The role delivers proactive incident resolution, complex problem management, and field engineering to clients, ensuring SLA adherence.
You will mentor junior members across functions and drive service improvements. Requirements include 7+ years in enterprise Collaboration and Contact Centre environments, ITIL knowledge, and certifications in Genesys Cloud and NICE CXone, with Cisco and Microsoft Teams voice
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