**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 CX Managed Services Engineer (L3) is responsible for providing a managed service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions. This role is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. This role applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. **What you'll be doing** Primarily a Senior Subject Matter Expert in Cloud Contact Centre Technologies NICE CX1, Genesys PureCloud Microsoft Dynamics 365 and/or Cisco Webex Contract Centre) and secondary an expert in Voice Technologies (IP, VoIP, PSTN/TDM, SBC, Carrier technology, etc..) and to provide daily technical support to clients on these services. (Training will be provided where required on additional contact centre platforms as required). The incumbent likely needs to operate within APAC region business hours, working shifts. **Key Role and Responsibilities** + Working within the Managed Customer Experience (MCX) team, this is a ‘hands-on’ role for a motivated and professional individual. This role demands a highly focused and committed work ethic, which supports the department by assisting with various service support-related requests for internal and external users. With a key focus on customer service, the L3 Engineer will ensure the client(s) are updated verbally and/or electronically whilst carrying out incident investigation or request fulfilment (at Level 3). + Performs necessary checks, apply monitoring tools and respond to alerts + Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail + Assists in analysing, assigning, and escalating support calls + Investigates third line support calls assigned and identify the root cause of incidents and problems + Reports and escalates issues to 3rd party vendors if necessary + Provides onsite technical support to clients and provide field engineering services to clients + Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality + Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT + Proactively identifies opportunities for work optimization including opportunities for automation of work + Training and guidance to other team members and advisory to management on our supported services. + Assist with complex KB and incident script creation based on your expertise. **Knowledge, Skills and Attributes** + Ability to communicate and work across different cultures and social groups + Ability to plan activities and projects well in advance, and takes into account possible changing circumstances + Ability to maintain a positive outlook at work + Ability to work well in a pressurized environment + Ability to work hard and put in longer hours when it is necessary + Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting + Ability to adapt to changing circumstances + Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey **Academic Qualifications and Certifications** + Genesys Pure Cloud, NiceCX1, Microsoft Dynamics 365 or Cisco Webex Certification or similar experience would be highly advantageous. + Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)CCNP or equivalent certificationCertifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role) + Any additional language skills is a plus. **Required Experience** + Solid years of work experience + Solid experience required in Engineering function within a medium to large ICT organization + Solid experience of Managed Services + Excellent working knowledge of ITIL processes + Excellent experience working with vendors and/or 3rd parties + Excellent knowledge of voice, video and other collab modalities + High-Level of experience in Contact Centre technologies (Genesys PureCloud, with NICE CX1 and/or Cisco Webex Contact Centre- (Preferably with certification in any of the cloud type products). (Experience in one or any of these three services is desired. Training will be provided for skills that are missing). + Good knowledge in Voice delivery (SBCs, Routing / networking, SIP, VoIP...). + Proven experience providing technical support to one or more of the following to Level3 expertise: + Cloud Contact centre solutions (Genesys, Nice, Cisco…). + Hosted Contact centre solutions (Genesys, Avaya, Cisco, Nice, etc.). + Excellent communication skills - English spoken and written. + Excellent customer service skills. + To be technically minded and/or express an interest in Information Technology. + To be keen to self-study and progress technical certifications in the services supported. + Highly organized, with strong self-motivation. + To be proactive in assisting with issues and queries. + Ability to work under pressure, whilst coordinating multiple tasks under tight deadlines. + Willing to work non business hours – shift patterns may rotate. **Skills (core 6 to 8)** * Excellent understanding of voice and on prem/cloud contact centres, including a detailed understanding of the devices that run them. * Excellent understanding and troubleshooting skills of networking & routing protocols including SIP, VOIP, Operator Connect. Excellent understanding of a range of vendor SBCs & Media Gateways, Call Recording an * Able to gather, interpret and present call quality metrics in a meaningful way. Excellent understanding of call flows, auto attendants and call queues. * Excellent understanding of Contact Centre and monitoring tools. * Excellent management of third-party carriers and partners to ensure ticket progress and resolution in a timely fashion. An appreciation and ability to troubleshoot issues with global number porting processes. **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.