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Drive the Projects (Internal & External) and complete the Fine tuning before Customer Go live
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Troubleshoot the issues during Fine tuning of the sites to avoid any escalations from Customers
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Prepare the SPC documents and update to internal teams to aware of site integration and recording platforms
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Coordinate in with customer and complete the onboarded process for Interval resources to access through Citrix/VPN
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Project Management: Managing project deliveries from initiation & scoping to assigning Project Managers to manage cost, schedule and performance of component projects
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Coordinating all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation
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Need to Maintain the Tracker for all internal resource training to avoid Customer Compliance
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Receives customer escalations and Troubleshoot issues by resolving them with maximum customer satisfaction Administration & maintenance of NICE Engage & Nexidia platform and take full ownership on customer problem / cases, monitor for proper and on time feedback
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Worked with different type of Integration integrated with NICE including Avaya and Cisco
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Troubleshooting for all NICE Components including Application Server, Database Server, Logger, Interaction Center, AIR and Storage Center etc
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Act as the front-line technical Lead to interact with customers & internal team to push to get towards fast resolution
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Take the Ownership of weekly call (Technical open issues) and addressed to customer based on their requirement
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Schedule a call’s with customers on Weekly/Monthly to discuss on Reports
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Work closely with internal team to help and identify the issue based on sentinel alerts and updates customers proactively
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Prepared weekly, monthly and Quarterly reports based on customer requirement
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Using third party tool (Manage Engine) for monitoring alarms from different Customers
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Working with NICE VOIP Loggers (Active and Passive) and troubleshoot the issues accordingly
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Maintained Global customers for all NICE Engage, RTI, Nexidia & NTR
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Troubleshooting different Types of related to NICE IC server and communication between NICE IC and AIR
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Defining and configuring different type of scheduler rules as well as Storage rule in NICE webpage
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Try to resolve the case remotely, if can’t resolve due to complex, urgency, ability escalate to the higher team
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Keep good customer communication, help in professional manner to collect the needed information and proper escalation to higher team
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Maintain the KPI which is part of the customer support targets
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Configuring Cisco TAPI and JTAPI Client in NICE IC server to confirm the registration of devices as per the profile definition
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Analyzing the Logs for different modules in NICE to find the exact root cause of the issue
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Installation of Update pack, patch Pack and Service pack of different NICE Modules
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Conducting webinar to educate the customer regarding the call flow and different modules available in NICE
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Enabling and configuring performance counter in NICE server to monitor the process utilization
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Handling a team of Almost 30 persons in my shift and trained all the people in NICE product
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Handling all types of Customer escalations as per the SLA