Technical Support Spec.

About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and
running technology platforms for self-directed banking, stores and
restaurants. NCR is headquartered in Atlanta, Ga., with ‎38,000 employees
globally. NCR is a trademark of NCR Corporation in the United States and other
countries.
Titel: Technical Support Spec.
Location: Dubai
Position Summary
The Technical Support Specialist provides on-site and remote support for
customer's existing contact center solution and provide solution
implementation. The Technical Support Specialist will be required to develop
and maintain an expertise on the products deployed within the Customers' site
in terms of contact center solution. Technical Support Specialist will be
representing NCR within the customer.
Key Areas of Responsibility
The Technical Support Specialist will be responsible for:
*
To understand the Customers' organizational structures and become familiar
with the Customers' contact center implementation, support processes and
procedures to help in designing a solution that is highly available and
sustainable.
* Design and Implement new contact center products and features for any new or existing client's change requests.
* To perform software upgrade on contact center solution applications and to ensure that they are implemented and functioning correctly.
* To troubleshoot support cases and incidents and to open tickets to vendors - Genesys. through to problem resolution.
* To hold technology workshops with the Customers to discuss contact center problems, and to provide case status updates, including the reasons for any problems encountered and the workarounds and/or solutions.
* Lead design, operations and planning of contact center products (Genesys) within the Customer infrastructure.
* Provide training material and perform handover sessions with client technical and business users.
* Responsible for maintaining documentation, diagram, Incident Reports, Root Cause Analysis.
Basic Qualifications
* Bachelor's degree minimum required in Computer Sciences
* Genesys certified is Preferred
* ‎5+ years' experience in Implementing and managing Genesys engage and cloud solution.
* Excellent presentation skills and leading workshops with business and technical users.
* Expert level of Genesys Framework Components, intelligent routing, GVP, Genesys interaction recording (GIR), real-time and historical reporting (CX insights) deployment and customization etc.
* Expert level of Genesys digital channel's implementation and configuration like email, chat, callback, social media and chatbot (GIA) etc.
* Strong knowledge of Genesys Cloud solution architecture, network topology, Architect configuration and digital channels implementation and support.
* Implementation and Operation experience for high availability and disaster recovery architecture.
* Expert level of telephony standards like SIP and WebRTC, and integration with telephony providers for example voice gateways, IPPBX or ISP trunks.
* Strong knowledge of UNIX systems (RHEL & CentOS).
* Good knowledge of CRM solutions like MS Dynamics and Salesforce etc.
* In depth experience in security best practices and guidelines.
* Strong communication and presentation skills.
* Excellent troubleshooting skills.
* Team player, self-motivated, creative and flexible, avid learner.
* Spoken and Written Fluency in English.
Visit our
careers site
for a list of the benefits offered in your region in addition to a competitive
base salary and strong work/family programs.
Offers of employment are conditional upon passage of screening criteria
applicable to the job.
EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal
employment opportunity. All qualified applicants will receive consideration
for employment without regard to sex, age, race, color, creed, religion,
national origin, disability, sexual orientation, gender identity, veteran
status, military service, genetic information, or any other characteristic or
conduct protected by law. NCR is committed to being a globally inclusive
company where all people are treated fairly, recognized for their
individuality, promoted based on performance and encouraged to strive to reach
their full potential. We believe in understanding and respecting differences
among all people. Every individual at NCR has an ongoing responsibility to
respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR
preferred supplier list. Please do not forward resumes to our applicant
tracking system, NCR employees, or any NCR facility. NCR is not responsible
for any fees or charges associated with unsolicited resumes.