TS Implementation Specialist
2 months ago
As a TS Implementation Specialist at Dimension Data, you will be responsible for providing technical support to our clients in complex environments. Your role will include installation, configuration, and fault management of recording solutions, as well as providing client service and incident management.
Key Responsibilities
- Implement recording solutions with expertise in NICE Interactive Management and Sentinel
- Provide client service and support to internal clients, including response to escalations
- Assess and notify clients of business impacting incidents, prepare incident reports, and participate in 24x7 rotational weekly standby
- Report and address capacity issues based on business forecasts, support end-user applications, and follow IT Process for Change Management
- Liaise with managers, client contract managers, directors, and executives to determine system needs and explore potential new business and technical options
- Lead projects to implement operational improvements, prepare and maintain configuration and deployment documentation, and drive the evolution of the disaster recovery plan
Requirements
- Excellent understanding of NICE Interactive Management and Sentinel, knowledge of telecommunications network infrastructure, and solid understanding of troubleshooting network connectivity
- Experience in integrating into 3rd party platforms, managing and maintaining vendor and client relationships, and mentoring engineers
- Ability to work at a client office or remotely for extended periods, time management to meet multiple deadlines, and excellent writing and communication skills
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