Senior Designated Support Engineer

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November 3

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NICE

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SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• Provide technical assistance on applications to resolve end-user connectivity issues with the NiCE suite of products. • Troubleshoot and diagnose escalated customer issues. • Act in a consultative fashion to arrive at mutually beneficial solutions for customers. • Coordinate with internal departments to provide collaborative solutions. • Work tickets via web-based ticketing system, email, voice, or chat. • Validate for correct prioritization and monitor communication to users. • Fix end-user issues. • Record and route incidents to specialist groups. • Provide resolution and recovery of incidents. • Keep thorough records of all actions taken in the ticketing system. • Escalate incidents when necessary. • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, and Toll Free services. • Open and monitor incidents with 3rd party providers. • Pull and analyze logs for troubleshooting. • Read and analyze network diagrams. • Work flexible schedule and on-call services.

🎯 Requirements

• Associate degree or currently working towards a Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience required. • 6+ years of work experience in a customer service field, preferably in a technical capacity • Excellent technical, troubleshooting, and analytical skills • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills • Excellent communication skills – written and verbal and ability to handle all interactions with internal and external clients with professionalism • Ability to adapt quickly to change, think on your feet, communicate positively and work proactively • Understanding of network topology and telecommunications architecture (PBX, Carriers, VoIP).

🏖️ Benefits

• Flexible working arrangements