Professional - Services Engineer
Bogota, Cundinamarca CO
hace 20 horas

Job Description

Sutherland is seeking a responsible for the implementation and integration of a recording platform at the customer’s site to join us as Professional Services Engineer (PSE).

The PSE will work with the project team from the sales to services transition through the implementation phases to the completion of the test plan and closure of the project.

We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Professionals in this role get to :

Installation and integration of NICE software solutions at customer's site, while following defined methodology, processes, system requirements and customer specific needs

Work directly with the project manager to assist with any technical questions regarding the solution from the kick-off of the project until turnover of the delivered solution to our support center

Ensure that all components of the technical architecture are properly integrated and implemented

Ability to remotely implement Nice solutions efficiently with quality and care from a home office environment

Provide technical support and technical quality control throughout all stages of the project

Assist customers and their vendors with configuration requirements for 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 teams for assistance as well as escalate to higher tiers and management as appropriate

Communication with R&D about customer technical feedback on implementation of product related enhancements and fixes

Document and communicate issue resolution and lessons learned

Document and add Symptoms and Resolutions to the Nice Knowledge Base

Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system

Provide basic application training and support the client's Engineers on the NICE applications as required

Document and maintain NICE system specifications (Site Documentation) across all sites

Assist with NICE projects, installations, and change management as a 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 and expectations, communicate effectively, troubleshoot and resolve technical issues

The PSE must maintain technical ownership of the project from start to finish

Effectively manage time and maintain regular communication and updates to both customer and management

Participate in training classes, or special projects as needed


Our most successful candidates will have :

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

Technical Skills : Must have a minimum of 1 years of proven experience with 2 of the 5 following technical areas or 3 years experience 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
  • Server Technology

  • 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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