Circuit Provisioning Engineer

So, what’s the role all about?

A Circuit Provisioning Engineers responsible for initiating and completing orders to RespOrg/port, route and provision inbound number services to the NICE inContact network through internal and external carrier systems. These inbound services include local and toll free numbers for global markets. Provisioning Specialists are also responsible for port-away orders, as well as change and disconnection orders in the same systems where service would have been originally provisioned. This position monitors orders placed and received for completeness and accuracy.

How will you make an impact?  

• Operate within the processes and framework defined for provisioning of NICE inContact's local and toll-free number services.
• Manage move, add, change and disconnection orders (MACDs) within queues. Document, in detail, all activities related to MACDs, within the company's order queuing systems.
• Efficiently handle routine and escalated or expedited orders, managing time effectively so as to maintain completion of all orders within published SLAs.
• Participate in customer go-live activities as needed. This may include hot-cut activities, and engagement of carriers if services provisioned in those networks are not properly functional, rerouting on an ASAP basis, etc.
• Communication, both verbally and in writing, should be clear and easy to understand for team members outside the department, as well as customers and sales partners who are less familiar with provisioning processes and concepts.
• Efficiently handle emails directed to you as an individual contributor, as well as those that reach a group email queue. Emails to the group queue often require additional actions to be taken and Associate Provisioner must be comfortable responding to those inquiries.
• Contact customers, other NICE inContact team members, or even sales partners to resolve discrepancies in paperwork information, technical questions or clarifications, performing these tasks within the limits of CPNI rules.
• Perform a variety of tasks in Provisioning or other departments as dictated by management.
• Attend meetings and training as required.
• Back up other team members as needed during absences.
• Work with leadership to understand department and company goals, then set personal goals and objectives. Personal/departmental/company goals will be communicated by leadership, and it is expected that all members of the Provisioning team will actively seek to achieve the personal goals defined therein.

Have you got what it takes?

• College Degree or equivalent
• Minimum of 1 year provisioning inbound number services or 1 year of customer service experience
• Demonstrated ability to work within published service level agreements and meet deadlines
• Effective planning and organizational skills
• Detail oriented
• Strong verbal and written communication skills
• Competency serving in a team environment
• Proven ability to work under pressure, handling escalated order requests

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX! 
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11504
Reporting into: Manager
Role Type: Individual Contributor