Recording Analyst

Key Skills/Responsibilities:

• Provide support coverage for multiple locations during designated shifts including night shift as needed.
• 7x24 service support.
• Manage the infrastructure related to Nice Engage, Buran, Nice Uptivity, CTLog and Speech Analytics (Verint).
• Manage contact with the vendor of each related platform according to the existing support contracts, including but not limited to handling escalation processes, tickets opening and follow up, etc.
• Perform maintenance windows according to change control processes for each subsidiary.
• Provide support and assistance for DRP and BCP activities.
• Handle corrective and preventative maintenance processes over the infrastructure.
• Handle backup procedures over the infrastructure.
• Restore recording for quality, operations, and customer during the life cycle of the client even when the contract ends.
• Provide support for internal and external audit processes, including but not limited to provide documentation, evidence, meetings assistance, etc.
• Meet contractual commitments with each client, related to recordings percentage, SLAs, etc.
• Design and coordinate the implementation of digital recording services for new and existing LOB’s.
• First point of escalation to solve incidents and problems related to Digital Recording.
• Manage technical support for the incidents and prioritize appropriately for customers, ensuring adequate resolution within service level agreement targets.
• Conduct thorough and detailed troubleshooting to provide quality support to clients.
• Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions.
• Conduct deep dive analysis before engaging other teams for resolution.
• Engage with clients and partners to provide status updates for solutions to restore service.
• Drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA).
• Work in resolving assigned tickets on related platforms (Service Desk, Service Now, etc.), outages and reported problems, doing the proper follow up.
• Participates and leads in Incident Management bridge/calls related to Nice Engage, Buran and Nice Uptivity infrastructure, troubleshoot, and provides evidence as required.
• Work with Third Party Providers to assist in Problem resolution of telecommunication Problems.
• Maintain and update Digital recording documentation, including but not limited to diagrams and procedures.
• Monitor health and performance of the Digital Recording infrastructure to ensure continued, uninterrupted operation of the service.
• Design and coordinate the implementation of digital recording services for new and existing LOB’s.
• Provide capacity and licensing analysis regarding all the infrastructure related to the Digital Recordings services within proper timeframes, handling any change needed according to defined processes. Reports must be delivered monthly, on demand or anytime and action is required in order to ensure the service.
• Perform improvement over the service implementing best practices and guidelines.
• Provide reports on a weekly or monthly basis according to clients’ needs regarding service operation, including existing reports or development of new reports.
• Support development teams in application integrations with recording platforms.
• Provide vulnerability reports, performing corrective and preventive actions over related findings including those reported by Security teams

Technical  Skills:

• Hands-on experience on Call Center on premises and cloud-based solutions such as Buran, Nice Engage, Nice Uptivity, CTLog and Speech Analytics (Verint).
• NCSA and NCTA certifications, according to Nice Engage guidelines (changes executed by non-certified personnel could cause additional costs)
• Good debugging and analytical skills where the primary objective would be resolutions of the critical environmental issues.
• Must be able to explain technical detail and provide guidance to internal stakeholders.
• Excellent written and verbal communication skills in English (C1 Level).
• Technology knowledge such as SaaS, Networking such as TCP/IP, HTTP, SFTP, Proxies, Web Services, Firewalls, Security and Relational Databases (MSSQL, Oracle, MySQL)
• Windows Active Directory, DNS, DHCP, IIS, Tomcat and email design and troubleshooting.
• Knowledge of Virtual Environment design and manage.
• Knowledge of OS such as Windows Server, Linux, windows 7 and Solaris.
• Knowledge of Networking for advanced troubleshooting.
• Knowledge on Storage technologies to design and manage the infrastructure.
• Knowledge on Avaya platform (CTI AES, licenses TSAPI and DMCC)

Qualifications:

• Education and Specific Training - bachelor’s degree in IT related field
• Total 4-10 years' of experience.
• Minimum 2 years' of experience in engineering role and supporting Citrix environment.
• Proven related work experience using Nice Engage, Buran, Nice Uptivity, CTLog and Speech Analytics (Verint).
• Computer systems design and/or architecture. Desirable.
• Advance knowledge of x86 servers, storage technologies, Windows Server, Linux, Solaris, PKI, IIS and other similar technologies. Desirable.
• Experience in Active Directory services, IIS, Tomcat, SFTP, FTP, PKI, SQL and other similar systems. Desirable.
• Telephony and data networking for advanced troubleshooting.
• Identify risks before change implementation on the infrastructure.
• Able to make decision and lead projects.
• Handling of stressful situations and work under pressure.
• Ability to work alone and as a team member