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