Technical Support Spec

2 weeks ago

Dubai, United Arab Emirates NCR Atleos Full time

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Network Support Specialist (Security Engineer)

Location: Dubai, UAE

Grade: 9

About NCR Corporation

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.

Position Summary

The Technical Support Specialist provides on-site and remote support for customer’s existing contact center solution and provide solution implementation. The Technical Support Specialist will be required to develop and maintain an expertise on the products deployed within the Customers’ site in terms of contact center solution. Technical Support Specialist will be representing NCR within the customer.

Key Areas of Responsibility

The Technical Support Specialist will be responsible for:
- To understand the Customers’ organizational structures and become familiar with the Customers’ contact center implementation, support processes and procedures to help in designing a solution that is highly available and sustainable.- Design and Implement new contact center products and features for any new or existing client’s change requests.-
- To troubleshoot support cases and incidents and to open tickets to vendors - Genesys. through to problem resolution.- To hold technology workshops with the Customers to discuss contact center problems, and to provide case status updates, including the reasons for any problems encountered and the workarounds and/or solutions.- Lead design, operations and planning of contact center products (Genesys) within the Customer infrastructure.- Provide training material and perform handover sessions with client technical and business users.- Responsible for maintaining documentation, diagram, Incident Reports, Root Cause Analysis.

Basic Qualifications- Bachelor’s degree minimum required in Computer Sciences- Genesys certified is Preferred- 5+ years’ experience in Implementing and managing Genesys engage and cloud solution.- Excellent presentation skills and leading workshops with business and technical users.- Expert level of Genesys Framework Components, intelligent routing, GVP, Genesys interaction recording (GIR), real-time and historical reporting (CX insights) deployment and customization etc.-
- Strong knowledge of Genesys Cloud solution architecture, network topology, Architect configuration and digital channels implementation and support.- Implementation and Operation experience for high availability and disaster recovery architecture.- Expert level of telephony standards like SIP and WebRTC, and integration with telephony providers for example voice gateways, IPPBX or ISP trunks.- Strong knowledge of UNIX systems (RHEL & CentOS).- Good knowledge of CRM solutions like MS Dynamics and Salesforce etc.- In depth experience in security best practices and guidelines.- Strong communication and presentation skills.- Excellent troubleshooting skills.- Team player, self-motivated, creative and flexible, avid learner.- Spoken and Written Fluency in English.

Visit our

careers site

for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and

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