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Full-time Technical Manager

at NICE Systems (Anywhere)

Lead the American team to support the delivery team (PSE, PM etc.) to complete a successful implementation

Job Requirements

Operational Responsibilities:

Build the global cooperation and process between the IHD offices in all regions
Be focal point for the region for all escalations
Work SR (Service Requests) meaning internal/external customers issues reported/found during Installation or MAC job by identifying or confirming customer’s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); exploring and/or isolating software issues with Tier1 CSE’s as well as prioritizing the criticality of a case.
Mentoring of IHD engineers in the region
Mentoring of PSE’s and peers.
Manage customer relationships, which may require being a dedicated resource for high level customers.
Provide “On-Call” after hour’s technical support for the region.

BS/BA in a technical discipline with five years industry experience in telecommunications / call center technology; MS a plus. Minimum of 2 years related experience in management and deployment of resources/staff.
Knowledge in the following technical areas: CTI, CRM, Voice recording, PBX/ACD, WEB/Internet, NT server/SQL server, Database knowledge, VOIP, Computer H/W & Networking.
Proficient knowledge of the NICE S&R product line.
Client relationship management experience.
Installation or Help Desk experience of NICE products and solutions.
Excellent communication skills.
Ability to mentor other technical staff.

Position Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required. To perform this job satisfactorily, an individual must be able to perform each essential duty with a high degree of success. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Knowledge and Skills:

Must have manager experience of at least two years
Must have exceptional troubleshooting and problem solving skills.
Possess excellent verbal & written communication and interpersonal skills.
Fast and Self learner of new technology
Strong client service orientation- both internally and externally.
Manages client relationships and individual engagements with a strong focus on excellence; high level of accountability at the individual level; service and support that exceeds client needs.
Must have the ability to work under stressful conditions.
Must have exceptional written and verbal communication skills.
Overall, must have diverse technical experience in telephony, hardware, and databases, very strong PC / MS OS knowledge and Microsoft Network knowledge: MCP or better preferred; strong SQL skills.
Demonstrate ability to multi-task between several projects and manage minute details.
Good training / coaching / mentoring skills.
Must be available for travel as needed.
Must also be flexible and available on an on-call basis 24x7 (as needed).
Is self-motivated to strive for professional excellence in all aspects of work.
Takes a “Can-Do” approach and attitude, and delivers.

NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.

NICE Actimize

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Published at 28-01-2014
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