Deskripsi Pekerjaan
Join our dynamic team as a Sr. Principal Lead Engineer and become the technical authority for our global Contact Center as a Service (CCaaS) strategy. This pivotal role offers the opportunity to shape the future of customer experience through advanced workforce management solutions. You'll work with cutting-edge technologies including Verint Workforce Management, Cisco UCCE, and NICE CXone in a collaborative environment that values innovation and expertise. As a key member of our technical leadership team, you'll drive operational excellence while mentoring junior engineers and contributing to strategic initiatives that enhance contact center efficiency and scalability. This position is ideal for seasoned professionals passionate about optimizing customer interactions through technology.
Tanggung Jawab
- Provide L2 technical support for Verint Workforce Management systems across global deployments
- Troubleshoot complex issues in Cisco UCCE (Unified Contact Center Enterprise) environments
- Delve deep into NICE CXone platform architecture to resolve escalated technical challenges
- Develop and maintain comprehensive documentation for support procedures and system configurations
- Collaborate with cross-functional teams to implement system upgrades and patches
- Monitor system performance metrics and proactively identify optimization opportunities
- Train and mentor junior support staff on best practices and troubleshooting techniques
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field with 5+ years experience
- Expert-level knowledge of Verint Workforce Management implementation and support
- Advanced proficiency in Cisco UCCE administration and troubleshooting
- Strong hands-on experience with NICE CXone platform architecture
- Proven track record in incident management and root cause analysis
- Excellent problem-solving skills with complex technical systems
- Strong communication abilities for stakeholder collaboration and knowledge transfer
- Relevant certifications (e.g., Cisco CCNP, Verint WFM) preferred