Solutions Engineer
In this engineering role, you will develop and manage key customer relationships to implement and support business communication solutions in order to meet customer business objectives and maintain customer satisfaction in solution delivery. You will interact with customers and will interface with personnel at various levels within the customer organization.
Responsibilities:
- Provide a proactive approach to technical services for the installation, implementation, maintenance and support of business communication solutions for the sole purpose of successful fulfillment of each customer’s expectations and their continuing high level of satisfaction
- Install, configure, integrate, support and maintain Interactive Intelligence platform solutions in customer environments in conformance to established company processes, procedures and standards
- Research, resolve and respond to questions and/or issues in a timely manner
- Perform project implementations within project timelines as established
- Correct errors and deficiencies detected throughout installation, configuration and testing processes
- Consult with Project Managers and/or client to prototype, refine, test, quality assure and debug product implementation to obtain client approval
- Participate in team projects that enhance the quality and/or efficiency of company implementation and/or support services
- Continually enhance technical and professional skills
- Write and/or maintain technical, customer-facing documentation and other documentation to support implementation, support and maintenance of solutions
- Train customer’s employees on client and administrative applications and their use
- Analyze, install and test software upgrades, patch fixes or application files of externally developed programs
- Communicate with other Solution Engineers and Client Services team resources regarding technical and engineering standards, documentation, processes and procedures, change and version control and customer-specific documentation
- Provide second level technical assistance by responding to internally escalated inquiries regarding hardware or software errors, problems or questions on core product platforms and performs root-cause analysis
- Revise system configurations, parameters or physical connectivity for any necessary corrections, enhancements or system environment changes
- Participate in on-call rotation to provide after hours support as needed
Qualifications:
- 3-5 years experience implementing and supporting Interactive Intelligence platform solutions for enterprises and contact centers
- Complete understanding and competency with Remote Access Methods and Applications (VPNs, Remote Desktop, Terminal Services, Citrix, etc.), Microsoft Office Applications, Client/Server environments, LAN/WAN topology and protocols (e.g., TCP/IP, IPX/SPX, Ethernet), Microsoft Windows Server, Networking, and Infrastructure applications External Microsoft Windows client/server integration solutions (e.g., MS Exchange/Outlook Server, Lotus Notes server, SQL server), fax servers, Internet (e.g., ISP, Routers, Firewalls, Security, HTML, Web Chat, web-based applications, etc.), personal computer hardware and software applications
- Experience in implementing business applications software solutions for system level or business affecting applications
- Ability to travel (approximately 30%) and work after business hours occasionally
- Knowledge of and/or experience in computer/telephony (voice processing) applications, software and/or hardware preferred
- Knowledge of and/or design experience in application software/systems (e.g., IVR, workflow, document processing, CRM, etc.)
- Knowledge of and/or experience in advanced programming concepts such as structured or procedural programming, object oriented programming and basic understanding and competency with ODBC compliant database languages or development tools (Telephony Communication concepts and protocols (e.g., T1, Analog, Digital, ISDN, DID, DNIS/ANI, PBX, Central Office) and Voice/Call Processing concepts and applications (e.g., ACD, CTI, IVR, Unified Messaging, Speech Recognition, Text-To-Speech, Predictive Dialing, Voice Mail, Auto Attendant, Fax-on-Demand)
- Ability to communicate effectively and establish effective working relationships with customers, vendors and business partners
- Ability to exercise initiative, judgment and decision-making
- Ability to plan, organize and set priorities of multiple tasks
- Ability to grasp ideas, concepts and technical information and use this knowledge to prevent!
- or resolve problems
- Excellent to effectively and professionally interact and present information to peers, customers and management
Benefits:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an excellent benefits package with future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
To Apply:
Email resume to HR@altivon.com with the position title as subject line.
EOE
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