Job:
- Responsible for the design, planning and the implementation of entreprise financial technology solutions.
- Support to the clients through liaison with our Service Operational Center and Engineering Teams, Vendors, Architecture, Analysis of Critical cases and Design of a key compliance components.
- Research and implement best practices framework/capabilities model that will control costs, provide higher quality, and/or increase predictability of service delivery.
- Interface with Operational/ Support Leads, Project Managers, Pre-sales, and Sales assistance on new opportunities, work with senior members of stafff to provide technical guidance and direction for the products growth and service model.
Duties:
- Promoting the full TDS product and services portfolio demonstrating knowledge and professionalism to prospects and customers at both commercial and technical levels.
- Ensure the quality, completeness and best practices of project and support deliverables.
- Responsible for Technical and Pre Sales functions on behalf of TDS within the APAC region.
- Enable other trams on new foundational features and cutting-edge technologies.
- Coach engineers for service excellence during the project delivery and support activities.
- Act as Tier 2 escalation point for any customer voice recording support issues.
- Provide assistance and advanced troubleshooting, diagnosis, resolutions of service related incidents and application of recommend product fixes.
- Advanced recording products administration and maintenance.
- Handling escalations and dealing with vendors’ R&D and patch development supervision.
- Capture and analysis of system logs and alarms.
- Advanced voice recording platform configuration and maintenance.
- Understanding the impact of change to our systems and recommending appropriate steps to avoid adverse impact.
- Production of Method statements, scope of works or similar planning around change control.
- Liaison and escalation for technical support including internal Tier 3 team and manufacturer when appropriate.
- Assist with training and deployment of NICE/Verint Systems or other voice recording technologies.
Profile:
- 8+ years experience in the field of software/field/implementation engineering on NICE/VERINT products and associated software applications.
- Experience with Microsoft SQL Server MySQL databases.
- Excellent oral and written communication skills with effective presentation experience.
- High levels of Technical Support skills in order to support the client with determine the right solution for their environment.
- Detail-oriented and highly organized person.
- Experience of working within an ITIL environment and global operations teams.
