EXECUTIVE SUMMARY

Smart IMS Inc provides Digital technology & Cloud transformation services, Application & Infrastructure Management Services, Unified Communications, and Insurance implementation services to customers across the Americas, Europe, Middle East, and Asia-Pacific regions. As the trusted technology and business partner of leading MNCs, including Global Investment Banks, Smart IMS is also a Microsoft Gold Certified Partner, Oracle Platinum Partner and AWS MSP Partner.
We are looking to hire an experienced Voice Engineer in Singapore to support our client, a top global investment bank.

TECHNICAL SKILLS:

• Operating systems: Windows and Linux
• Monitoring tools: Nagios, Sentinel, Pager Duty, Solar Winds, Graphana,
• Remote Terminals Connecting tools: Putty for (LINUX), RDP for window servers.
• Ticketing system: (Service now) WISER, BMC Remedy Tool, sales force, pager duty,Jira
• Knowledge: NIM 4.1, 6.10, WFM, Nice Trader Recording, Engage Sentinel, MySQL, UNIX, Shell Scripting, Jenkins

• Experience in Products as such as NICE Trading Recording, NICE Engage 6.12, NICE Interaction Management, Basics of Work Force Management (WFM).
• Provided the services on the Product NICE Trading Recording for 7 years.
• Troubleshoot the issues via on call and off call as well.
• Resolve the client issue on call by using my knowledge and technical skills on the product.
• Strong exposure on Asset Centre Inventory System tools Nagios, Putty.
• Having experience in Unix, SQL.
• Interacting effectively with Business Stakeholders and Technical teams.
• Analyzing deadlines and ensuring deliverables are concluded according to agreed work plan, time, cost, and quality parameters.
• Performing Health checkup of servers and based on customer infrastructure
• Performing Nexedia Health checkup.
• Monitoring Service Now tool for ticketing and alerts.
• Monitoring and administrating of CTI Applications.
• Performing Patching activities from time to time as per recommendations for all the NICE servers related to NIM, Engage, NTR, WFM and Nexedia
• Troubleshooting P1 and P2 issues for NIM, Engage, NTR, WFM and Nexedia related to multiple components, i.e., Applications, Database server, Loggers, AIRs, Storage Center/ESMs, Satellite, Core, CTI, CUCM.
• Well versed in troubleshooting Cisco and Avaya integrations with NICE components
• Trouble shooting of N + 1,2N server issues.
• Performing Installation and configuration of NTR and NICE Engage setup for onboarding and existing customers as well.
• Log Analysis with different tools like CTI monitor, ATT tool, Functional Tester, etc.
• Analyzing Cisco CUCM traces in relevant to the connected CTI interfaces to NICE recording system
• Ensuring the issues are resolved withing defined SLA.