Managed Services Engineer L3 (UC/CX)

About the Role

Join NTT DATA as a Managed Services (UC/CX) Engineer L3, an experienced engineering position focused on delivering proactive managed services to clients by identifying and resolving complex technical incidents. The role prioritizes ensuring zero breaches of service level agreements by managing high complexity tickets and undertaking sophisticated problem-solving tasks.

Key responsibilities include performing system checks and monitoring, logging incidents precisely and timely, analyzing and escalating support calls effectively, conducting root cause investigations for third-line support issues, and providing onsite technical support and field engineering services. The role also involves conducting monthly incident reviews to suggest quality enhancements, maintaining continuous communication with clients, and identifying opportunities to automate and optimize processes.

This position requires independent judgment within established guidelines, leverages deep technical expertise to achieve client outcomes, and includes mentoring junior engineers and collaborating with vendors.

Knowledge and Skills

• Effective communication across diverse cultural and social groups.
• Advanced planning skills adaptable to changing project requirements.
• Ability to remain positive and resilient under pressure.
• Willingness to commit extra hours as needed.
• Active listening skills including message paraphrasing and probing for details.
• Strong adaptability and client-centric approach to ensure a superior client experience.

Required Qualifications and Certifications

• Advanced diploma, degree, or equivalent experience in IT or Computing.
• Certifications such as NICE Certified Implementation Engineer (CXone ACD/IVR), Genesys Cloud Professional Certification (GC-GCP), Cisco CCNP Collaboration or equivalent, and Microsoft 365 Certified Teams Administrator Associate.
• Other relevant certifications related to the services offered are an advantage.

Experience

• Extensive experience (7+ years) supporting enterprise collaboration and contact center environments.
• Proven background in managed services within medium to large ICT organizations.
• Strong familiarity with ITIL processes and vendor/third party management.
• Expertise in voice, video, and other collaboration technologies including Cisco CUCM, Unity Connection, CUBE, SIP trunks, Expressway, Microsoft Teams Voice and Direct Routing, AudioCodes SBC, Genesys Cloud, and NICE CXone platforms.
• In-depth knowledge of VoIP protocols like SIP, RTP, TLS, QoS, and packet capture analysis.

Workplace

This role is on-site at Wellington, New Zealand.

Company Overview

NTT DATA is a global leader in technology services with revenues exceeding $30 billion, serving 75% of the Fortune Global 100. It is renowned for advancing innovative AI, cloud, security, connectivity, and data center solutions. The company emphasizes responsible innovation and a sustainable digital future, operating worldwide with a commitment to diversity, inclusion, and equal opportunity.

Equal Opportunity Statement

NTT DATA is an inclusive Equal Opportunity Employer committed to providing a discrimination-free workplace. The company prohibits discrimination based on age, race, gender, sexual orientation, religion, disability, veteran status, and other protected categories.

Important Notice

Candidates should be aware of fraudulent recruiters falsely representing NTT DATA. Official communications only come from @nttdata.com addresses, and no payment or banking information is ever requested during recruitment.