NICE Cxone Team lead
Exato
Total des années d'expérience :13 years, 5 Mois
Working as CXone Technical Implementation and Support manager.
• To Develop Studio Scripts for IVR applications in accordance with client requirements.
• Providing IVR and ACD Support for End Users.
• Maintaining & Troubleshooting existing IVR applications in case of failures.
• Involved in requirement gathering for various IVR solutions
• Managed Team of 17 members across multiple locations.
• Providing Network solutions for all business requirements.
• Giving solutions to our customers regarding to their issues.
• Handling escalation to resolve complex troubleshooting.
• Responsible for the incident management process and carried out the respective reporting procedure.
• Vendor Management—Follow up with the concerned vendor to know the root cause of any hardware related issues and fix the problem.
• Updating trouble tickets by following step by step procedure of troubleshooting.
• Provided complete end-to-end support for TFS Client environment.
• Escalated emergency technical issues beyond knowledge to maintain optimum up time.
• Provided network support services for devices such as Voice gateway, switches and other hardware.
• Troubleshot complex multi-vendor network service provider issues.
• Performed troubleshooting Cisco IPT, NICE contact center(WebRTC, Engage, WFM) and packet analysis for Voice related issues.
• Able to execute the stafing management plan and allocate staf communicating responsibilities, authority, performance measurement criteria, and overall project goals and vision.
• Collaborated with vendors to identify best options for optimizing network performance.
• Configured and troubleshot VoIP and multi-media distributed systems and platforms.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• And provided support Cisco IPT, Nice InContact center and basic MS Teams login issue.
• Worked with Sify Technologies as Network Engineer from 2nd May, 2011 to 18th June 2012.
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