Senior Associate 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 Senior Associate Cross Technology Technical Services (TS) Systems Integration Specialist is a developing subject matter expert, responsible for ensuring that client solution requirements are resolved in line with Service Level Agreements (SLAs). This role performs configurations, actions installations and attends to break/fix events and works towards associate to professional level certification, whilst at the same time developing business knowledge. This role is developing proficiency across two or more technologies, namely Networking, Data Centre, Security, Customer Experience, Collaboration and/or End User Compute.

Key Responsibilities:

• Owns larger portions of an installation, break/fix incidents at a low to medium level of complexity during project lifecycle.
• Takes responsibility for problem resolution and troubleshooting during project lifecycle.
• Escalates complex problems to the relevant third parties.
• Assists with the documentation of standard operating procedures relating to installations and fixes during ops handover.
• Compiles and maintain project administration (Time Capture and feedback to stakeholders).
• Conducts elementary presentations within the customer's organization.
• Expected to take leadership from senior resources on relevant technologies according to specialization and best practice.
• Performs any other related task as required.

To Thrive In This Role, You Need To Have:

• Developing understanding and appreciation of technical design and business principles.
• Developing knowledge of fundamental project and administration ability.
• Displays customer engagement skills.
• Demonstrate relevant domain specialist knowledge.
• Good verbal communication skills.
• Client focused and display a proactive approach to solving problems.
• Ability to work under pressure.

Academic Qualifications And Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or a related field.
• Collaboration - Valid CCNP Collaboration certification required (Voice certification preferred)
• Customer experience - NICE plus one additional NICE Engage NCSE and / or NICE Engage NCIE; Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional - 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 Centers (MDC); NICE Real Time Authentication; NICE Trade Recording.
• Avaya plus one or two additional Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya experience Portal Administration
• Verint including Workforce Management (WFM); Interactions; Speech
• Genesys foundational courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics
• Genesys level 2 - Genesys Cloud CX - Architect (ILT); Genesys Cloud CX - Quality Management (ILT); Genesys Cloud CX - Scripting (ILT); Genesys Cloud CX - Outbound (ILT); Genesys Cloud - Web Chat; Genesys Cloud - Web Messaging; Genesys Cloud - Agentless Voice Notifications; Introduction to Genesys Cloud for Supervisors - Advanced Management
• Data Center - Relevant certifications such as HPE Proliant servers, 3PAR, Primera, Alletra, Simplicity, MSA Storage; Dell PowerEdge servers, Unity, PowerStore; VMware Certified Associate VCTA-DVC; Dell Information Storage Associate - DCA-ISM; Veeam Backup and Recovery and or Veritas Netbackup; Azure Fundamentals.
• 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; Microsoft Certified Solutions Associate; Server 2016.
• Networking - Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
• Security - Azure Certified Security Engineer / PCNSA / FCA / CCNA Security; 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 /CCNP Security, JNCIA, ACCA, PCNSE, PCNSA, 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) - 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:

• Moderate level of experience in a technical implementation engineering technologies such as Networking, Data Centre, Security, Customer Experience, Collaboration and/or End User Compute etc.
• Moderate level of experience engaging with clients and conducting presentations.
• Specific Required experience (Specific to Collaboration) - Moderate level experience in technical implementation engineering, specific to Collaboration technologies.
• Moderate level experience engaging with clients and conducting presentations.
• Moderate level 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.
• Moderate level experience with voice gateways - MGCP, SIP, H.323, SCCP, digital PRI/E1, analog FXO/FXS.
• Moderate level experience with Border Element, media resources, SRST/SRSV.
• Moderate level working experience with Cisco Unified Contact Centre Express, including but not limited to UC Manager integration, scripting, high availability clustering.
• Working experience with CME/CUE.
• Moderate level experience with virtualization, specifically VMware, Cisco UCS B/C-Series servers and wireshark.
• Moderate level experience with Webex Calling solutions.
• Moderate level experience with voice carrier systems i.e. – Openserv, Neotel, Vodacom, MTN, experience with multi-cluster call manager environments.
• Moderate level ARC and Call Cabinet experience is advantageous.
• Specific Required experience (Specific to Networking) - Moderate level of work experience in technical implementation engineering, specific to Networking technologies.
• Moderate level of experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
• Moderate level of experience in diagnosis and troubleshooting.
• Specific Required experience (Specific to Security) - Moderate level experience in SOC Analysis Operations.
• Moderate level experience in SIEM usage for Moderate level experience in Azure or AWS or GCP.
• Moderate level experience in Security technologies such as Firewall, IPS, IDS , Proxy etc.
• Moderate level experience in technical support to clients.
• Moderate level experience in handling security incidents end to end.
• Moderate level experience in configuring/managing security controls, such as SIEM, Firewall, IDS/IPS, EDR, NDR, UTM, Proxy, SOAR, Honeypots, decoys, and other security tools.
• Moderate level experience in log collection mechanism such as Syslog, Log file, DB API.
• Moderate level experience in configuring/managing security controls, such as SIEM