Technical Services Cross Technology Systems Integration Specialist

Make an Impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your Day at NTT DATA

The Collaboration Technical Services (TS) Systems Integration Specialist is a seasoned subject matter expert, responsible for providing technical support to NTT clients. This role is able to compile technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning. This role works towards professional to expert level certification, whilst at the same time developing business knowledge. This role has seasoned proficiency across two or more technologies, namely Networking, Data Centre, Security, Customer experience, Collaboration and/or End User Compute.

Key Responsibilities

• Interacts with clients on site and remote to meet complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Responds to escalated client requests.
• Escalates complex problems to the relevant third parties.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets.
• Included in higher complexity design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Performs any other related task as required.

To Thrive in This Role, You Need to Have

• Seasoned understanding and appreciation of technical design and business principles.
• Seasoned project fundamental and administration ability.
• Seasoned project skills which are demonstrated in the execution of installations and other assignments.
• Excellent customer engagement skills
• Demonstrate relevant domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Ability to work under pressure.
• Ability to coach, mentor and provide guidance to team members.

Academic Qualification and Certifications

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.
• Collaboration - Valid CCNP Voice/Collaboration Certification required.
• Customer experience - NICE plus additional such as NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional certifications such as Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; NICE Inform; Avaya VOIP Integrations.
• Cisco VOIP Integrations; Encryption; Multiple Data Centres (MDC); NICE Real Time Authentication; NICE Trade Recording.
• Avaya certifications such as Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya experience Portal Administration.
• Verint certifications such as Workforce Management (WFM); Interactions; Speech; Additional DPA
• Genesys foundational Courses such as Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
• Genesys level 3 such as Genesys Cloud Integration Paths; Genesys Cloud CX - Development and Feedback – Usage for Supervisors; Genesys Cloud CX - Gamification; Genesys Cloud CX - AI/Bots – Knowledge Workbench; Genesys Cloud CX - AI/Bots Fundamentals; Genesys Cloud CX - AI/Bots – Intent Miner; Genesys Cloud - Cloud Media Services – Business Continuity; Genesys Cloud - Cloud Media Services – Purchase to Port; Genesys Cloud - Cloud Media Services – Telephony Connection Options.
• Data Centre - Relevant certifications such as HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, Synergy, StoreOnce, MSA Storage; Dell PowerEdge servers, Unity, PowerStore, PowerScale Isilon. Recoverpoint Appliance/VE, PowerProtect/Data Domain, VxRail, VMware Certified VCP-DCV, vSAN, SRM; Dell Information Storage Associate - DCA-ISM; Veeam Backup and Recovery and or Veritas Netbackup; Azure Fundamentals; Cisco UCS Servers.
• Cisco MDS and Brocade SAN Switches - Zoning.
• End User Compute - Relevant certifications such as Microsoft Certified Professional; Microsoft 365 Administrator (MS-100, MS-101); Microsoft 365 Certified - Modern Desktop Administrator Associate (MD-100, MD-101); Microsoft Azure Fundamentals Training & Certification (AZ-900); Microsoft 365 Certified - Teams Administrator Associate; AZ-103 - Azure Administrator Associate; Microsoft Certified - Azure Identity and Access Administrator; AZ-500 - Microsoft Azure Security Technologies; Microsoft Certified Solutions Associate - Server 2016; AZ-500 - Microsoft Azure Security Technologies.
• Networking - Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.; Cisco Dev Net certification.
• Security - Certifications such as Azure Certified Security Engineer / PCNSE / FCP / CCNP Security / CISSP / Automation certifications or equivalent preferred.
• Cloud Security certifications and certifications such as AZ-500, SC-200, Security+, CEH, CISSP, CISM or similar Certification in different networking technologies such as CCDP Security, JNCIA, ACCA, PCNSE, PCNSC, FCP, CCSA, ITIL, Azure Security Engineer, Azure Certified DevOps Engineer, Azure Certified Network Engineer, Azure Administrator Associate is advantageous.
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
• Terraform; Azure; Sentinel; EDR Defender for Cloud; Microsoft Security; Devops Ci/CD Pipelins; Azure Governance (Defender for Cloud, Azure Policies, Secure Score and Compliance); Version Control (Git); Microservices (Kubernetes, Azure Containers); Azure / AWS/ GCP Infrastructure (IaaS, PaaS, SaaS); Azure Infrastructure as Code; Azure Administration; Hybrid Cloud; Networking (Firewalls, LAN, VPN); Automation; MS Office365; Power BI Administration; Scripting (PowerShell); ZTNA.

Required Experience

• Seasoned work experience in technical implementation engineering technologies such as Networking, Data Centre, Security, Customer experience, Collaboration and/or End User Compute etc.
• Seasoned experience engaging with clients and conducting presentations.
• Seasoned report writing experience.
• Seasoned project management.
• Seasoned experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Centre express, Cisco Attendant console, Cisco IMP, Cisco Customer Collaboration Platform and Expressway in enterprise deployments, including bulk administration, provisioning and management of endpoints and user accounts in large-scale systems.
• Seasoned experience with voice gateways - MGCP, SIP, H.323, SCCP, digital PRI/E1, analog FXO/FXS.
• Seasoned experience with Border Element, media resources, SRST/SRSV.
• Seasoned experience with Cisco Unified Contact Centre Express, including but not limited to UC Manager integration, scripting, high availability clustering.
• Seasoned experience with design and implementation for UC environment.
• Seasoned experience with CME/CUE.
• Seasoned experience in dial plan designs and implementation.
• Seasoned experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers and wireshark.
• Seasoned experience with Cisco TelePresence video solutions.
• Seasoned experience with Cisco audio and video conferencing solutions.
• Seasoned experience with Webex Calling and Webex Contact Centre solutions.
• Seasoned experience with voice carrier systems from – Telkom, Neotel, Vodacom, MTN.
• Seasoned experience with multi