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NICE Systems, Inc. Voice Specialist - PgvLgpbhmkPk in Indianapolis, Indiana

Voice Specialist Location: Salt Lake City, UTThe Voice Specialist will provide technical assistance to resolve end-user issues with the NICE inContact suite of Voice as a Service product offering. Primary duties of this position will include troubleshooting and diagnosing internal/external issues, perform corrective actions if able and/or escalate to the appropriate team for resolution. Product documentation and knowledge articles related to Voice Services will be created/maintained for currency.As Voice Specialist, a typical day might include the following:Monitor Voice service alarms/alerts for degragation and/or disruption of voice servicesEngage Vendor TAC support as needed to assist in customer/carrier resolutionsWork tickets via web-based ticketing system, email, voice, and chatEnsure all tickets are properly assignedComplete standard text template for caseValidate prioritization and monitor communications to users of progressKeep clear and thorough records in the ticketing system of all actions takenEscalate incidents when necessaryTroubleshoot SIP and TDM services.Opens and monitors incidents created with tier 1 carriers and 3rd party providersOpen/Track carrier impactsTrend carrier issuesReport carrier issues to Voice Engineering and COGSPulls and analyzes logs for troubleshootingRegularly works flexible schedule and on-call servicesEffectively and professionally communicates with internal and external customers. Follow the company Code of Ethics and NICE inContact policies and procedures at all times.Reports bug/design discrepancy's to Voice Engineering for review/validation.Ensure Voice Product documentation and knowledge articles are accurate and up to date (internal and external)Understand/able to access voice equipment and follow all call flows designed/used by NICE inContact.Remove offending carriers if causing impactCarrier/Country/NPA-NXX re-routes as appropriate for testing/troubleshooting and resolution.Required Education, Experience, and Specific Job Related SkillsEducation Requirement:Associates degree or equivalent work experience in telecommunications or Networking or equivalent work experience required.Experience Requirement:5 years' work experience in a customer service field, preferably in a technical support capacity.Excellent technical, troubleshooting and analytical skillsAbility to excel in a fast-passed, agile environment where critical thinking and strong problem-solving skills are essentials.Entry level of understanding of PRI signaling protocols and capabilitiesEntry level of understanding of SIP call setups and response codesMust be familiar with network devices Switch's (layer 2) and Routers (Layer 3)NAT/PAT understand of functions and limitationsExperience Preferred:Experience in technical support role in Telecommunications environmentIP Telephony /Telecommunications experienceSession Border Controller (SBC) (Acme, Sonus, Audio Codes, Edgemarc, CUBE, Etc.)Cisco Certified Network Associate (CCNA)Unix/Linux knowledgeABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's #1 cloud customer experience platform, NICE inContact CXone, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.Equal Opportunity Employerminorities/females/veterans/individuals with disabilities/sexual orientation/gender identity