Tech Stack

Description

You will act as a trusted advisor and technical liaison for large enterprise customers, providing proactive and reactive support to ensure system stability, incident resolution, and continuous improvement. This role involves deep troubleshooting, customer engagement, and cross-functional collaboration.

Requirements

• Deep technical troubleshooting skills across NICE, Avaya, Microsoft Teams.
• Experience with change and release management in enterprise environments.
• Ability to build strong customer relationships and manage escalations.
• Knowledge of compliance and audit support for recording systems.
• Experience with incident management and SLA adherence.

Responsibilities

• Serve as primary contact for customer incidents, perform advanced troubleshooting across platforms (NICE, Avaya, Microsoft Teams).
• Conduct root cause analysis for recurring issues and drive resolution to closure within SLAs.
• Plan, test, and implement approved changes; participate in CAB meetings.
• Monitor system health, conduct health checks, and share proactive reports.
• Support compliance audits by providing logs, configuration snapshots, and RCA documentation.