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Date: Dec 10, 2017

Location: Chandler, AZ, US, 85226

Status: Open Position

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 11564

 

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Position Summary:

You will be responsible for the support and maintenance of the NICE platforms. You will manage NICE related issues and outages in a timely manner and enhance the Arvato’s ability to maintain the NICE system.  In addition, you will assist with NICE projects, installations, and change management as a Subject Matter Expert (SME) for environment and infrastructure.

 

Overall Responsibilities:

 

  • Work directly with Arvato’s system engineers to support the NICE call recording infrastructure across the Arvato’s organization & clients.
  • Assist other administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
  • Document and maintain NICE system specifications and customer requirements (Site Documentation) across the enterprise.
  • Manage NICE reporting, data integration and compliance audit requirements for various customers
  • Provide and evaluate proactive health checks on a daily, weekly and monthly basis.
  • Assist with NICE projects, installations, and change management as a Subject Matter Expert to Arvato’s environment and infrastructure.
  • Facilitate NICE system maintenance (i.e. systems patches, version updates, etc.) as required.
  • Manage the client relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
  • Effectively manage time and maintain regular communication and updates to both clients and management.
  • Support new user training classes, or special projects as needed.
  • Performs other job related duties as assigned.

     

    Job Requirements:

     

    Required:

  • High School diploma
  • Minimum of 3 years of proven hands on experience with voice and data networks—design, implementation or project management
  • Experience or certifications with NICE Engage v6.5 recording solution
  • Experience with Microsoft operating systems, Networking, SQL, Security and VoIP
  • Avaya Telephony experience and/or certifications PBX, Systems Manager, Control Manager, CMS, and CTI
  • Strong customer facing skills with a high customer service orientation.
  • Strong writing and verbal communication skills.
  • Experience successfully managing conflict and solving problems in real time
  • Experience quickly and independently learning and adapting to new technology.
  • Experience identifying solutions when not all technical information and data are available.
  • Bachelor’s degree in IT or related field.  Work experience may be substituted year for year
  • Project management experience.
  • Experience in contact center operations.
  • Advanced knowledge of routing and switching including Voice Gateway and LAN switch configuration and troubleshooting as it relates to the VoIP environment.
  • Strong computer skills with emphasis on Microsoft Visio, Microsoft Excel, Microsoft PowerPoint and word processing

 

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.


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