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 and Recording 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 as appropriate.
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.
Education and Experience :
BS in Computer Science, Electrical Engineering or equivalent technical degree preferred.
Nice Perform certification are a plus.
CCNA and MCSE certifications are a plus.
HP, Dell, VMWare and Citrix certifications are a plus.
TechnicalSkills : Must have a minimum of 1 yearsof proven experience with 2 of the 5 following technical areas or 3 yearsexperience with 1 of the 5 following technical areas :
Experience with the Installation and Integration of Nice Perform solutions into Customer Environments
Experience with Nice Perform Advanced Solutions Interaction Analytics, Clustering and Disaster Recovery, SmartCenter Integration, Nice Customer Feedback, RTI, and SIP Integrations.
Microsoft Server Installation and Configuration IIS, SNMP
Microsoft Security Active Directory, Security Policies, Hardening, Encryption
Disaster Recovery - Clustering, Geo-Clustering,
Server Hardware HP, Dell, IBM
Virtual Servers - VMWare ESX, VSX Clusters, VMotion
Citrix Servers Configuration and Optimization
Microsoft SQL Server Installation and Configuration
Maintenance Backups and Recovery, SQL Agent, Analysis Services
Disaster Recovery SQL Replication and Mirroring
Scripting Basic Query and Update knowledge
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 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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