TS Implementation Specialist

4 days ago

Sandton, South Africa Dimension Data Full time
Job Summary

As a TS Implementation Specialist at Dimension Data, you will be responsible for providing technical support to clients in highly complex environments. This includes installation, configuration, and fault management of recording solutions. You will work closely with clients to resolve incidents, perform root cause analysis, and adhere to change management processes.

Key Responsibilities:

Implement recording solutions to meet client requirements.

Provide technical support to internal clients, including response to escalations.

Proactively assess and notify clients of business-impacting incidents.

Prepare incident reports for major incidents, including root cause analysis and remedial actions.

Participate in 24x7 rotational weekly standby.

Report and proactively address capacity issues based on business forecasts.

Support end-user applications.

Follow IT Process for Change Management to ensure expected results.

Monitor the service requests/ incident queues.

Update incidents/requests accordingly to meet Service Level Agreement requirements.

Liaise with managers, client contract (portfolio) managers, directors, and executives to determine system needs and explore potential new business and/or technical options and solutions.

Lead projects to implement operational improvements.

Prepare and maintain configuration and deployment documentation for internal and external clients.

Drive the continual evolution and support of the disaster recovery plan for consistency between sites.

Ensure NICE Systems product certification stays current.

Provide guidance, mentor, and coach engineers in the team.

Improve performance and reliability of NICE systems by implementing cost-effective NICE System Solutions.

Ensure effective proactive monitoring of all technologies in the client environment.

Develop appropriate tools and processes to ensure impact to the client is reduced with proactive monitoring.

Ensure effective incident management processes are in place to reduce reoccurring incidents. Maintain a Knowledgebase that can be used to resolve incidents more efficiently.

Requirements:

Key Competencies:

Excellent understanding of NICE Interactive Management and Sentinel.

Knowledge of telecommunications network infrastructure, including E1, SIP, VOIP, and other advanced network services.

Solid understanding of troubleshooting network connectivity between recording elements required.

Experience to integrate into 3rd party platforms.

Manage and maintain vendor and client relationships.

Ability and desire to learn independently.

Mentor L1 and L2 Engineers.

Ability to work at a client office/remotely for extended periods.

Time Management to meet multiple deadlines in a fast-paced environment.

Excellent writing and communication skills.

Create detailed design and deployment documentation from technical architecture designs for communication systems, networks, hardware, software, transmission, and signaling systems.

Experience in leading a team and working in a team-oriented, collaborative environment.

Qualifications:

National Senior Certificate (Grade 12 or equivalent).

Industry certifications on Data/Voice networking technologies.

Telephony Technology – Avaya/Cisco/Genesys.

NCSE.

NCIE.

NICE Engage – Delta from NIM4.1.

SRT/NDM For Support NICE Sentinel Troubleshooting Fundamentals.

Experience:

At least 5 years of experience with implementing and supporting complex recording solutions.

At least 5 years of experience in design, provisioning, and troubleshooting of NICE Systems software.

At least 5 years of experience with SQL Database query.

At least 3 years' experience with basic moves, adds, and changes for NICE Systems in a full VoIP and SIP environment.

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