Senior Technical Support Engineer, CX

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about? 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.   How will you make an impact? 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   Have you got what it takes? 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.   You will have an advantage if you also have Excellent verbal and written communication skills Good communication and p...