Managed Services (UC/CX) Engineer L3

About the Role

Join NTT DATA, a global leader known for innovation and technical excellence, dedicated to delivering impactful services to clients and society. We foster a diverse and inclusive work environment where professionals can develop and thrive.

The Managed Services (UC/CX) Engineer Level 3 is an experienced technical specialist responsible for delivering proactive managed services to clients by identifying and resolving complex incidents and issues. This role ensures high service standards by conducting incident resolution, product evaluations, and operational enhancements.

Key Responsibilities

• Monitor systems rigorously, perform necessary checks, and respond swiftly to alerts.
• Detect problems early and record all incidents promptly with comprehensive details.
• Assist in analyzing, triaging, and escalating support requests.
• Investigate third-level support tickets to pinpoint root causes of issues.
• Coordinate with third-party vendors by reporting and escalating issues as necessary.
• Deliver on-site technical assistance and engineering services directly to clients.
• Conduct monthly random reviews of incidents and service requests to identify quality improvements.
• Provide continuous updates and feedback to clients and stakeholders, maintaining accurate records in company systems.
• Identify opportunities to optimize workflows, including automating repetitive tasks.
• Provide escalation support at Level 3 and manage major incidents.
• Lead root cause and problem management analyses alongside change management processes.
• Maintain effective communication with customers and manage vendor relationships.
• Mentor and guide junior engineers to develop their skills and knowledge.

Required Knowledge and Personal Attributes

• Strong cross-cultural communication skills and the ability to collaborate across diverse social groups.
• Effective planning skills with the capability to anticipate changing circumstances.
• Maintain a positive and resilient attitude, especially under pressure.
• Willingness to work extended hours when necessary.
• Proficient active listening skills including confirming understanding and probing for information without interrupting.
• Adaptability to evolving situations and client needs.
• Commitment to placing client requirements at the center of all interactions, ensuring a consistently positive client experience.

Academic and Professional Qualifications

• Advanced diploma, degree, or equivalent qualification in IT or Computing, or relevant professional experience.
• 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 are required.
• Additional relevant certifications related to provided services are advantageous.

Experience Requirements

• Extensive engineering experience within medium to large ICT organizations.
• At least 7 years supporting enterprise Collaboration and Contact Center environments.
• Proven Managed Services experience coupled with solid understanding of ITIL frameworks.
• Experience working closely with vendors and third-party providers.
• In-depth knowledge of voice, video, and other collaboration technologies.
• Expertise with Cisco CUCM, Unity Connection, Cisco CUBE, SIP Trunks, and Expressway technologies.
• Proficiency in Microsoft Teams Voice and Teams Direct Routing.
• Hands-on experience with AudioCodes SBC, Genesys Cloud, and NICE CXone platforms.
• Strong understanding of VoIP protocols such as SIP, RTP, TLS, and Quality of Service (QoS) principles.
• Competence in packet capture analysis to diagnose network issues.

Workplace Environment

This position requires working on-site at the Auckland location.

About NTT DATA

NTT DATA is a $30+ billion global leader in business and technology services, serving the majority of Fortune Global 100 companies. We are committed to fostering client success and societal progress through responsible innovation. Our expertise spans AI, cloud, security, connectivity, data centers, and application services. We operate in over 70 countries with a broad ecosystem including innovation hubs and startup partners. A member of the NTT Group, we invest over $3 billion annually into research and development.

Equal Opportunity Statement

We are proud to be an Equal Opportunity Employer, promoting diversity and inclusion. We do not tolerate discrimination based on age, race, gender, sexual orientation, religion, nationality, disability, or any protected category. Join us to build a diverse global team and advance your career.

Important Notice

Please be aware of fraudulent parties posing as NTT DATA recruiters. Legitimate recruiters will never request payment or banking details during recruitment and use only official @nttdata.com email addresses. Report any suspicious activity.