• System Management:
  • Configure and maintain NICE NRX and NTR systems for optimal performance.
  • Oversee Cisco IPT CUCM and UCCX systems, ensuring reliable operation for approximately 300 agents.
  • Monitor and manage AudioCodes SBC systems and OVOC monitoring tools.
• Technical Support:
  • Provide on-site and remote support for all voice systems, including during typhoon and bad weather conditions.
  • Conduct monthly health checks on PABX systems, telephone sets, and fax machines.
  • Respond to daily work orders for user management and system feature changes.
• System Updates:
  • Implement monthly patching for Windows updates on UCCX, NICE, and Dashboard servers to comply with security policies.
  • Handle user profile recertification processes bi-annually, coordinating with client for active user lists.
• Performance Testing:
  • Conduct system performance testing and participate in incident drills, documenting results and improvements.
  • Facilitate failover testing on Cisco IPT clusters and ensure readiness across multiple locations.
• Documentation:
  • Maintain comprehensive documentation of system configurations, updates, and support activities.
  • Prepare reports on system performance and incident response for management review.

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• Minimum of 3 years solid experience in Voice systems administration and support
• Diploma in Information Technology, Computer Science, or related field.
• Experience in managing NICE systems and Cisco voice technologies.
• Strong understanding of telecommunication infrastructure and call center operations.
• Familiarity with AudioCodes SBC and monitoring tools.
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills, both written and verbal.

Preferred Skills:

• Certifications in Cisco (CCNA, CCNP) and NICE systems.
• Experience with system performance testing and incident management.

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