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Senior/Principal Application Support Engineer

Soumettre une candidature Job ID 1-42185 Date posted 09/12/2019 Location Canberra, Australia

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Enterprise team…;great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.  

Job Summary:

Job Summary

Position summary

The role of the Senior/Principal Application Support Engineer is to ensure continual operations of a key service for our client and all Australians.  We deliver natural language speech recognition including world leading conversational AI and voiceprint technology with Virtual Assistant and omnichannel interactions on the horizon. You will be a part of a highly skilled and dynamic team supporting the contact centre solutions of today and helping to reinforce the Nuance value proposition to our client so we can deliver them the next generation of services.  Responsibilities include; team leadership and mentoring, continuous delivery of critical application solutions, monitoring and reporting on service quality, supporting a wide variety of customer requests and providing quality assurance practices and processes.  You will work in close collaboration with both our business partner and Nuance global application development teams.

Principal duties and responsibilities

  • Working from our client’s Canberra offices as one of our embedded application support team. Some remote afterhours work will be required as well as inclusion on an on-call roster
  • Incident investigation and diagnosis with resolution to meet key Service Level Agreements
  • Complete incident ownership including logging the call, triage, investigation, escalations, liaison between Nuance, our business partner and end customer and post incident follow up.
  • Driving rapid resolution of incidents, and faultless release implementation
  • System monitoring and reporting
  • Change Management and Quality Assurance of Production and Test environments
  • Release Management into lab and production environments
  • Maintain system and operational documentation and ensure knowledgebase currency

Knowledge, skills and qualifications

Key attributes

  • Must be willing to undergo and maintain an Australian Government security clearance at NV1 level – Australian citizenship is a mandatory requirement
  • 6+ years working within software application support, additional years in other IT roles including team leadership or mentoring
  • Experience working within Enterprise IT environments
  • Knowledge of Change Management, Release and Incident Management processes
  • A keen desire to learn new technologies and practices
  • High level analytical and problem-solving skills
  • Strong communication skills both written and verbal – you will be the face of Nuance to our clients

Education

Bachelors degree (IT/CS or related discipline) desired, but not required in lieu of relevant experience

Minimum years of work experience

6 Years

Required skills

  • Working knowledge of configuration and troubleshooting of IIS, Tomcat, and other web services.
  • Experience with scripting languages and task automation
  • Advanced Windows server administration skills
  • Knowledge of networks, network protocols and tools
  • Experience with ticketing, knowledge management and ITSM products such as JIRA, HP ALM, Remedy
  • Basic database administration skills for common DB types such as MS SQL and Oracle
  • Experience working with software development teams and the SDLC

Preferred skills

  • Experience with speech recognition, voice verification and IVR technologies
  • ITIL qualifications or experience
  • Experience with software build services and pipelines
  • SIP and Telephony infrastructure, configuration and troubleshooting experience of these services

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

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Martin Eberhart General Manager
J’ai rejoint Nuance il y a peu, car j’aime pouvoir travailler au sein d’une équipe diverse, agréable et talentueuse dont le premier objectif est la satisfaction client. Mon poste m’offre par ailleurs suffisamment de liberté pour accomplir mes missions sans mettre en péril mon équilibre vie professionnelle/vie personnelle. Martin Directeur Général
Vishnu Vardhan Tech Support
Je suis vraiment tombé sous le charme de Nuance, de ses plateformes innovantes et de son impact sur la vie des communautés. Avec Nuance, ma mission a vraiment du sens et je sais en rentrant chez moi que j’ai véritablement accompli quelque chose d’important. Vishnu Technicien support
Kristen Fraser Inside Sales
Je travaille dans la santé depuis presque 20 ans maintenant, et je suis vraiment émerveillée de voir à quel point Nuance a su relever les défis posés par l’évolution et les difficultés de ce secteur. Tous les jours, je fais face à de nouveaux défis et tous les jours, je m’assure que le client est la priorité. La culture d’entreprise et les collaborateurs de Nuance sont absolument fantastiques. Je suis très heureuse de travailler au sein d’une entreprise aussi dynamique et diversifiée et j’attends avec impatience de voir ce que nous réserve l’avenir. Kristen Ventes internes
Martin Held Product Manager
Je travaille avec des personnes brillantes pour transformer des technologies de pointe et des idées innovantes en produits et solutions qui résolvent des problèmes de la vie réelle et ont un impact positif sur le public. J’apprécie particulièrement la flexibilité de mon travail. Martin Chef de produit
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