Sr. Analyst-Network Engineering L3

Position Description:

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: Sr. Analyst
Position: Sr. Analyst

Experience: 5 - 7 Years

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0426-0364


Responsibilities
Direct Responsibilities

- Providing support for NICE & Verba call recording along with IPC Turret system.
- Monitoring of NICE Verba & IPC for India region
- Prepare and circulate Morning/Afternoon/Evening check list report for NICE Verba & IPC setup.
- Configuration & troubleshooting of NICE Verba & IPC related issues by resolving them with maximum customer satisfaction.
- Act as the front line T1/2 technical contact to interact with customers (business partners and direct customers)
- Installation of IPC Products.
- Installation of NICE/Verba/IPC/ product update packs and hot fixes if any.
- Maintain MIS (Incident/ Request /Changes) reports
- Maintain Recorded user List (monthly) in sync with Voice team.
- Configure and Troubleshooting for any other OEM Product and technology like Cisco Microsoft etc.
- Applying MS patches on NICE Verba servers on Monthly basis
- Support for BCP/DR drills
- Support for installing patches every month during weekends.
- Installation of additional Nice Licenses
- Coordinate with different BNPP internal teams for any new/additional requirements of Server Database etc. for any enhancements in Nice/IPC Infrastructure
Contributing Responsibilities
- Support for installing patches every month during weekends.
- Installation of additional Nice Licenses
- Coordinate with different BNPP internal teams for any new/additional requirements of Server Database etc. for any enhancements in Nice/IPC Infrastructure


Technical & Behavioural Competencies

- Able to demonstrate the ability to undertake the above responsibilities.
- Has expert knowledge of NICE IPC.
- Has working knowledge in designing and delivering NICE application installation.
- IPC installation and troubleshooting
- Excellent written and verbal communication skills.
- Able to work under pressure and meet deadlines.
- Able to demonstrate a high degree of flexibility including shift and out-of-hour work.
- Demonstrate a positive diverse and inclusive attitude that fosters excellent service and Business satisfaction.
- Excellent organizational skills
- Expert knowledge of ITIL disciplines
- Good team and relationship builder with excellent communication skills at all levels
- Excellent documentation skills

Specific Qualifications:
- Certified in NICE (NTR & NTR-X) & Verba
- Certified in IPC
- Must have managed NICE Verba & IPC migration projects.
- Minimum 5 years working experience in the NICE Verba & IPC domain
- Ability to work under pressure.

Skills Referential (Required knowledge skills and abilities)
Technical Skills:
o NICE Recording skills (NTR & NTR-X)
o IPC Unigy
o Verba recording platform
o Advanced Excel
o SQL / MySQL
Behavioral Skills:
o Analytical Ability
o Ability to understand explain and support change
o Ability to manage a project
o Ability to set up relevant performance indicators
o Ability to develop and adapt a process
Education Level: Bachelor Degree or equivalent
Location: Bangalore

CGI is an equal opportunity addition CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Life at CGI:
It is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons
Come join our team one of the largest IT and business consulting services firms in the world

Skills:

• Cisco VoIP
• Compliance

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.