OSS Engineer
Sutherland
Bogota, Cundinamarca CO
hace 3 días

Job Description

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.
  • Qualifications

    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.
  • Characteristics :

    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 :

    Nice Solutions

  • 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.
  • ServerTechnology

  • 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
  • SQL Security
  • Disaster Recovery SQL Replication and Mirroring
  • 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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