Senior Implementation Engineer

NiCE Ltd. is a leader in software solutions for public safety and customer experience. The Senior Implementation Engineer will be the primary technical lead responsible for installing and bringing complex solutions live in real-world environments, ensuring stable and secure deployments.

Responsibilities:

• The primary technical resource responsible for the successful installation of a customer solution
• Travel to remote sites for Installation, commissioning, upgrades and go-live cut-overs
• Remote installation of NICE application software
• Review orders for technical accuracy
• Obtain software and review relevant documentation prior to visiting customer sites
• Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation
• Installation includes:
• Configuring Servers (COTS and NICE). Build Virtualization Platform
• Installation of H/W (boards, NIC Cards, Memory, etc.)
• Loading the necessary software on the equipment
• Windows components update and service packs
• Anti-virus and security software
• Telephony integration software
• NICE recording and monitoring solutions applications
• Connecting the equipment to the customer's network
• Integrating with the customer’s telephony environment:
• Computer telephony software
• Cable taps (troubleshooting with customer Involvement only)
• Perform implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment
• Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel
• During each phase the Implementation Engineer is expected to:
• The IE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
• Provide both Customer Sensitive and Internal NICE
• Status updates throughout the implementations in
• Coordination with the project manager
• Document action items remaining for both NICE and the
• Customer. Communicate effectively, troubleshoot and
• Resolve technical issues utilizing documentation
• Knowledge base and peers
• Complete detailed site documentation and as built at conclusion of installation. Documentation is handed off to support for customer maintenance and support
• Complete all Installation Test Procedures (ITP) of all products prior to going into production
• Provide all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project
• Provide basic system administration training to technical users
• Train personnel on technical aspect of NICE solutions/Knowledge Sharing
• Add Learned Lessons to Knowledgebase and share with team
• Remotely solve issues for various customers
• Manage Time Reporting on daily basis and advising management of overtime hours for approval
• Update ticketing system with accurate information and close out “cases” in a timely manner
• Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (“8-5”) work day
• Working holidays, nights and weekends occur on a regular basis
• Other roles and responsibilities may be assigned on an as needed basis

Requirements:

• 3 – 5 years field experience
• Security + certification
• MSSQL and MySQL knowledge
• Must have a minimum of 3 years relevant implementation experience and providing high-level customer service
• Experience working directly with clients as a vendor or consultant
• Must include working at various customer sites, not internal IT help-desk background
• Must have experience in telephony, hardware and databases
• Must have very strong PC knowledge and Microsoft, Network knowledge: MCP or better preferred
• Hands-on hardware skills include ability to replace hard drives, connect/configure components, working knowledge of CPU, etc. HP Server Certified preferred
• Some CTI/CDR knowledge, Experience with Voice over IP Strongly preferred
• SQL Installation and Scripting required
• Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (“8-5”) work day. Working holidays, nights and weekends occur on a regular basis
• AS/BS in Computer Science, Electrical Engineering or related technical degree preferred or demonstrable extended experience of 10 years or apprentice in the telephony environment
• Certification A+ preferred
• Network Certification preferred
• H.P. Certification preferred
• MCSE Certification preferred
• Microsoft Certification Professional (MCP) preferred
• Certification in Cisco, Citrix and Telephony related products welcomed
• Public Safety experience strongly preferred
• Excellent Verbal and written communications skills
• Exceptional customer service orientation and abilities especially in high pressure situations
• Excellent follow-up and reporting ability (Customer reports, overtime billing etc.)
• Willingness to learn new technology and the corresponding upgrades and changes
• Excellent analytical and problem solving skills
• Microsoft Word, Excel and Visio skills required
• Strong Networking and routing skills
• Firewalls
• XML and JSON
• MS Powershell scripting
• Wireshark
• IIS
• Active Directory/SSO
• SQL Encryption
• Data encryption with certificates
• MS IIS
• Serial RS-232 configuration and troubleshooting
• Audio CODEC understanding
• SIP VoIP and SIPREC
• ISDN, T1, Digital and Analog Telephony
• CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony
• Log4Net Log file understanding