Senior Technical Support Engineer, CX

NICE IEX Workforce Management system is a single, comprehensive solution capable of driving the performance, effectiveness, and efficiency of your entire enterprise workforce.

Workforce Management improves resource planning streamlines time-consuming tasks and gives you visibility across sites and lines of business enabling your operation to deliver customer-winning service at the lowest possible operating cost.

• As L2 and L3, collaboratewith WFM R&D, Customer Success teams, Business Partners and Global Customer to address Workforce Management On-Prem & Cloud application related product issues.
• Maintain quality internal and external communication throughout your analysis
• Provide the highest level expertise and support tominimize R&D escalations.
• Prioritize daily tasks, manage critical issues and ensure detailed and well-articulated RCAs to our customers.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Involved asthe subject matter expert (SME) for the other support engineers in projects for new releases and service packs of WFM application for both On Prem as well as Cloud

• Should have an expert level Linux/Unix exposure on different flavor of Servers.
• Should have good DB knowledge, Oracle/MSSQL.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise applicationsboth on premise and cloud deployment
• At least 5+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
• Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
• Experience with Networking and IP/SIP communication analysis
• Strong Telephony background would be an extra perk to have.
• Good IT skills in troubleshooting and ownership from begin to end.

• Excellent verbal and written communication skills
• Good communication and presentation skills in English. English is used on a daily basis
• Strong troubleshooting and problem-solving skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Self-motivated and directed, with keen attention to details
• Team Player - ability to work well in a team-oriented, collaborative environment
• Can handle stressful situations well.

Join an innovative, market-leading global organization where collaboration, learning, and customer success are at the heart of everything we do. At NICE, you'll work alongside talented professionals, solve complex technical challenges, and have opportunities to grow your skills and career across multiple products, technologies, and domains.

If you are passionate about technology, customer success, and continuous improvement, you may be our next NICEr.

At NICE, we follow the NICE-FLEX hybrid work model, enabling employees to enjoy both flexibility and collaboration through a combination of office and remote work. Office collaboration days are designed to foster innovation, teamwork, and relationship building while maintaining work-life balance.

Req ID: 11517

Reporting Into: Tech Manager Support, CX

Role Type: Individual Contributor