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Technical Support Spec

1.00 to 10.00 Years   United Arab Emirates   26 Apr, 2022
NCR
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

About NCR NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

  • Technical Support Specialist will be responsible for:
  • To understand the Customers? organizational structures and become familiar with the Customers? contact center implementation, support processes and procedures to help in designing a solution that is highly available and sustainable.
  • Design and Implement new contact center products and features for any new or existing client?s change requests.
  • To perform software upgrade on contact center solution applications and to ensure that they are implemented and functioning correctly.
  • To troubleshoot support cases and incidents and to open tickets to vendors ? Genesys. through to problem resolution.
  • To hold technology workshops with the Customers to discuss contact center problems, and to provide case status updates, including the reasons for any problems encountered and the workarounds and/or solutions.
  • Lead design, operations and planning of contact center products (Genesys) within the Customer infrastructure.
  • Provide training material and perform handover sessions with client technical and business users.
  • Responsible for maintaining documentation, diagram, Incident Reports, Root Cause Analysis.
  • Basic Qualifications
  • Bachelor?s degree minimum required in Computer Sciences
  • Genesys certified is Preferred
  • 5+ years? experience in Implementing and managing Genesys engage and cloud solution.
  • Excellent presentation skills and leading workshops with business and technical users.
  • Expert level of Genesys Framework Components, intelligent routing, GVP, Genesys interaction recording (GIR), real-time and historical reporting (CX insights) deployment and customization etc.
  • Expert level of Genesys digital channel?s implementation and configuration like email, chat, callback, social media and chatbot (GIA) etc.
  • Strong knowledge of Genesys Cloud solution architecture, network topology, Architect configuration and digital channels implementation and support.
  • Implementation and Operation experience for high availability and disaster recovery architecture.
  • Expert level of telephony standards like SIP and WebRTC, and integration with telephony providers for example voice gateways, IPPBX or ISP trunks.
  • Strong knowledge of UNIX systems (RHEL & CentOS).
  • Good knowledge of CRM solutions like MS Dynamics and Salesforce etc.
  • In depth experience in security best practices and guidelines.
  • Strong communication and presentation skills.
  • Excellent troubleshooting skills.
  • Team player, self-motivated, creative and flexible, avid learner.
  • Spoken and Written Fluency in English
Offers of employment are conditional upon passage of screening criteria applicable to the job.EEO StatementIntegrated into our shared values is NCRs commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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