Professional
Sutherland
Bogota, Cundinamarca CO
hace 4 días

Job Description

General Description of Duties :

The WFM ProfessionalServices Engineer (PSE) is responsible for the implementation and integrationof the NICE Workforce Management platform at the customer’s site.

The PSE willwork with the project team from the sales to services transition through theimplementation phases to the completion of the test plan and closure of theproject.

Specific JobResponsibilities :

  • Installation and integration of NICE software solutions atcustomer's site, while following defined methodology, processes, systemrequirements and customer specific needs.
  • Work directly with the project manager to assist with anytechnical questions regarding the solution from the kick-off of the projectuntil turnover of the delivered solution to our support center.
  • Ensure that all components of the technical architecture areproperly integrated and implemented.
  • Ability to remotely implement Nice solutions efficiently withquality and care from a home office environment.
  • Provide technical support and technical quality control throughoutall stages of the project.
  • Assist customers and their vendors with configuration requirementsfor all Nice Integration points in their environment.
  • Provide technical expertise of the entire Nice product suite,implementation methodology and / or related technology.
  • Provide advanced expertise in Nice Systems WFM & EEM solutions
  • Conduct systems testing for performance and reliability.
  • Report issues found during implementation and engage support teamsfor assistance as well as escalate to higher tiers and management asappropriate.
  • Communication with R&D about customer technical feedback onimplementation of product related enhancements and fixes.
  • Document and communicate issue resolution and lessons learned.
  • Document and add Symptoms and Resolutions to the Nice KnowledgeBase.
  • Assist client's Administrators with questions and problemsassociated with the configuration, administration, and management of users inthe NICE system.
  • Provide basic application training and support the client'sEngineers on the NICE applications as required.
  • Document and maintain NICE system specifications (SiteDocumentation) across all sites.
  • Assist with NICE projects, installations, and change management asa Subject Matter Expert (SME) to the client's environment and infrastructure.
  • Perform NICE system maintenance across all sites as required.
  • The PSE is expected to manage the customer relationship andexpectations, communicate effectively, troubleshoot and resolve technicalissues.
  • The PSE must maintain technical ownership of the project fromstart to finish.
  • Effectively manage time and maintain regular communication andupdates to both customer and management.
  • Participate in training classes, or special projects as needed.
  • Qualifications

    Education and Experience :

  • BS in Computer Science, Electrical Engineering or equivalent technical degree preferred.
  • IEX / NICE WFM Product Certifications a plus or experience with competitive solutions
  • CCNA and MCSE certifications are a plus.
  • HP, Dell, VMWare and Citrix certifications are a plus.
  • Characteristics :

    TechnicalSkills : Must have a minimum of 1 yearsof proven experience with 2 of the 5 technical areas below or 3 years of provenexperience with only 1 of the areas.

    WFM end user experience is a nice to have.

    Nice Solutions

  • Experience with the Installation and Integration of Nice WFM solutions into Customer Environments
  • Experience with IEX / NICE Advanced Solutions Forecasting / Scheduling, LDAP, SSO, ACD Integrations, DB migrations, Smart Sync, Disaster Recovery or HA solutions.
  • ServerTechnology

  • Microsoft Server Installation and Configuration IIS
  • RedHat Server Installation and Configuration - Apache
  • Microsoft Security Active Directory, Security Policies, Hardening, Encryption
  • Server Hardware HP, Dell, IBM
  • Virtual Servers - VMWare ESX, VSX Clusters, VMotion
  • Citrix Servers Configuration and Optimization
  • SQL / Oracle

  • Microsoft SQL Server Installation and Configuration
  • Oracle Installation / Configuration
  • Maintenance Backups and Recovery, Security
  • Scripting Basic Query and Update knowledge
  • Networking

  • Network Principles 7 Layer OSI Model, TCP, UDP
  • Network Devices NICs, Switches, Routers, MPLS
  • Troubleshooting Sniffers and various other Network Testing and Analysis tools
  • Telephony

  • Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco
  • CTI Experience - Avaya AES, Nortel Symposium, Aspect Predictive Dialers, Siemens Call-Bridge, Cisco Tapi and ICM, Genesys
  • VoIP Experience Avaya, Cisco, Nortel
  • SIP Experience Avaya, Cisco , Nortel, ACME SBC,Sonus
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