L2 NICE QM |3|5 Years| Pune|working from office

Work Location: Mantri Business Park, Viman Nagar, Pune,

Working for office.

If you having hands on experience in to NICE Engage 6.x recording solutions, please share your update profile to geeta.d@servion.com

NICE:

o Accountable for the NICE Engage 6.x recording solutions, maintain the system with no

potential issues

o Work on support tasks, gathering information regarding the technical problems that

accrued by, in order to diagnose and troubleshoot the problem in the system.

o Connecting remotely to the end user system to try to resolve or diagnose the

problem, connect end users through phone, WebEx and email.

o Work with L1 team, Customer Support teams, Business Partners and Customers to

address Recording and Compliance application related product issues and resolve

high-level issues.

o Perform SP and UP upgrade activities in the system based on approval from the

customer on the effort and timelines

o Implement and install Engage products for the customer site if required,

o Maintain quality and on-going internal and external communication throughout

analysis

o Contribute to the Knowledge Base, documentation of the troubleshooting analysis

and problem resolution steps and participate in Educating/Mentoring the team and

other team members,

o Initiate and perform changes on production systems and proactively escalate any

issues that cannot be resolved within the established timeframes/SLAs.

o Bulk Recording download and fulfil requirement from business.

o Complete management activity of nice storage for call recording which include file

moment to TAPE, call recording replay on user’s machine.

o ADHOC requirement and activities related to NICE recorders.

o Need to follow BFL Info-sec policies and audit mechanism.

o NICE SPOC will me always involve and available in any database, OS and

application related activities of NICE.

o SPOC will be responsible for all backup (daily, Weekly, Monthly) of call recording

and application.

o Will ensure and perform the activities on NICE Form designer, Quality planner and

rule manager, etc.. whenever require.

o Morning Check list for all components agreed and suggested by BFL.

o Inventory management for all components related to NICE

o 4-6 yrs of experience in Nice Read more