Job Description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The L2 NICE QM |3|5 Years| |working from office position is now open for candidates interested in the Fresher Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Fresher Jobs is a plus.
