TS Implementation Engineer (L3)

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Technical Services Implementation Engineer (L3) is a seasoned engineering role, responsible for providing technical support to clients. This includes remotely supporting clients within service level agreements (SLAs); to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.
This role is involved in more complex environments for installation, configuration and fault management.

What you'll be doing

Key Responsibilities:

• Designing and implementing Customer Experience (Contact Centre) systems for handling multichannel interactions (Voice, Chat, Email, Social Media)
• Identifying and analyzing functional and non-functional requirements
• Supporting the preparation of commercial offers and estimating workload
• Testing and implementing provided solutions into production
• Creating and updating technical documentation
• Diagnosing and resolving issues reported by clients
• Collaborating with technology partners in the implementation and operation of Customer Experience systems

 

Required Experience:

• Practical implementation and/or administrative knowledge of CX systems, preferably Genesys 
• Practical knowledge of application communication protocols VoIP (SIP, RTP, WebRTC), WWW (HTTPS), Web Services (REST/SOAP)
• Practical knowledge and using SQL queries
• Independence and effectiveness in solving technical problems and a high openness to new technologies

 

Knowledge and Attributes:

• High communication skills and willingness to work directly with clients
• Ability to work in an experienced technical team
• High accuracy in task execution
• Analytical skills
• Knowledge of English (B2)
• Knowledge of SaaS based on cloud platforms MS Azure or Amazon AWS will be an additional advantage
• Possession of Genesys certificates will be an additional advantage

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.