Operational Services Support Engineer

NICE Systems   •  

New York, NY

Industry: Technology


Less than 5 years

Posted 169 days ago

This job is no longer available.

Roles and Responsibilities:

  • Position reports on a day-to-day basis to OSS Manager.
  • Knowledge of NICE solutions – Engage/NTR
  • Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally.
  • Create record of the case and performing remediation in accordance to the severity of the case.
  • Provide L1/L2 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
  • Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
  • Document and maintain NICE system specifications (Site Documentation) across all sites.
  • Provide and evaluate proactive Health Checks on a daily, weekly and monthly basis.
  • Perform MAC (Move/Add/Change) jobs
  • Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
  • Perform NICE system maintenance across all sites as required.
  • The OSS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
  • Effectively manage time and maintain regular communication and updates to both customer and management.
  • Participate in training classes, or special projects as needed.
  • Other roles and responsibilities may be assigned on an as needed basis.


Must have a minimum of 3-5 years of proven experience with the following:

  • Nice experience – advantage
  • Experience working with voice and data networks in the capacity of design, implementation or project management.
  • This position will be onsite with a client in New York City
  • Microsoft operating systems, Networking, SQL, Security and VoIP technology.
  • Telephony experience and certifications – TDM, VoIP and CTI – advantage.
  • Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – advantage.
  • CTI Experience with most common PBX, Switch, ACD and CTI vendors – Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys – advantage.
  • HP, MCSE, MCP certifications – advantage.
  • Certified on all NICE Systems solutions – advantage.
  • Experience of working in medium or large teams. Must be a Team player.

Customer Communication

  • High customer service orientation.
  • Well represents NICE in front of customers, both verbally and in writing.
  • Copes well with conflicts and is able to resolve them.

Technology related skills

  • Is able to learn and adapt a new technology independently and fast.
  • Can identify solutions even when not all technical information and data are available.
  • Works methodologically and follows the process.