TechnoSmarts Hiring for NICE Call Recording Engineer Full Time

Client contract with intent to hire.

Client: Major St. Louis based regional healthcare system operating over 90 medical facilities across 8 states employing over 2,000 physicians and over 44,000 employees. Modern Healthcare Magazine named as a “top 100 places to work” and four-time Watson Health Top 15 Health System.

Overview:
Position will administer servers, storage, operating systems and applications to ensure availability, recoverability, performance, integrity and supportability through production support and maintenance of NICE Call Recording (Engage, QC and Enlighten AI) and WFM systems and development and implementation of systems enhancements.

Role:

• Administration –NICE call recording application.
• Onboarding and off-boarding of users, daily trouble tickets, and ing for Engage.
• Production support – monitoring, troubleshooting, configuring, enhancing, and providing advanced customer support for NICE suite of tools.
• Within QC and Enlighten, build and maintain evaluation forms, queries and ing.
• Deployment / implementation – planning and executing the implementation of new teams, applications or system integration and testing.
• Train call center supervisors/ leaders on searching recordings, agent evaluations and ing.
• Troubleshoot straightforward systems problems independently by investigating underlying problems.
• Advise developers in design of new applications by providing expertise on systems capabilities and constraints.
• Work closely with vendor to implement and configure the infrastructure of new applications or modules.
• Work outside immediate discipline to coordinate a group of people in troubleshooting a wide-scale problem.
• Serve as point-of-contact across several areas or disciplines to solve major systems outages with high impact or visibility.
• Conduct systems studies and performance analyses and recommends changes
• May function in a lead capacity within department and represent department in workflow, escalation discussions with others.
• Proactively define, configure and monitor system performance and capacity.

Qualifications:

• Bachelor’s degree in related field, specialized training, and/or equivalent work experience.
• 5 – 8+ years of relevant technical or business work experience with NICE Call Recording and Work Force Management (WFM) tools.
• Experienced in NICE Engage.
• Experience in QC platforms and Enlighten AI is a plus.
• Understanding of basic network concepts.
• General understanding of a variety of operating systems.
• Ability to work in a complex technical environment.

CONTACT: SCOTT BALDWIN, 636-519-0814, EXT 314

Job Types: Full-time, Contract

Pay: $45.00 – $55.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• NICE Engage (Preferred)
• NICE call recording system administration (Preferred)
• NICE Enlighten AI (Preferred)

Work Location: Remote