NICE WFM Support Engineer

BrightContact is expanding its NICE business services rapidly and is looking for new talented and enthusiastic colleagues.

As a Support & Service Engineer you have a fairly broad and challenging range of duties:

• Technical configuration of contact center platforms and WFM products for top tier clients in the Netherlands
• Resolution of difficult issues and problems with customers, investigate, replicate, and troubleshoot.
• Product upgrades, patch and hotfix deployments.
• Communicate with top tier customers directly in order to:
• Analyse and understand the customer’s technical environment
• Analyze and understand the customer’s data, such as trends, traffic, configurations issues
• Develop and propose solutions and upgrades for the client’s infrastructure
• Deliver training if required
• Create and maintain documentation on clients and their infrastructure.
• Function as a subject matter expert in one or more areas, through hands-on experience and training.
• Plan and provide guidance on upcoming product features, maintenance, and updates
• Management and coordination of changes to existing applications.