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Professional Services Engineer

hace 2 meses


Bogotá, Bogotá D.E., Colombia Sutherland A tiempo completo
Job Description

Sutherland is seeking a skilled Professional Services Engineer to join our team.

The successful candidate will work as a member of the delivery team for product remote implementation, configuration, and integration of the NICE platform. They will provide technical expertise and contribute to the technical aspects of the project, working with the project team from sales to services transition through project closure.

Key Responsibilities
  1. Install and integrate NICE software solutions remotely, following defined methodology, processes, system requirements, and customer-specific needs.
  2. Collaborate with the implementation team to address technical questions regarding the solution from project kick-off to handover of the delivered solution to our support center.
  3. Ensure proper integration and implementation of all technical architecture components.
  4. Communicate and reconcile design flaws found during delivery of NICE Solutions.
  5. Assist customers and their vendors with configuration requirements for all NICE Integration points in their environment.
  6. Provide technical expertise on the entire NICE product suite, implementation methodology, and related technology.
  7. Conduct systems testing for performance and reliability.
  8. Report issues found during implementation and engage support teams for assistance, escalating to higher tiers and management as necessary.
  9. Provide basic application overview, technical support, and technical quality control throughout all project stages.
  10. Effectively manage time, maintain regular communication, and updates to both customers and management.
  11. Flexibility towards after-hours and weekend activities.
  12. Document and add lessons learned and resolutions to the NICE Knowledge Base.
  13. Communicate with R&D/product support about customer technical feedback on implementation of product-related enhancements and fixes.
Requirements
  1. Minimum 2 years' experience with product implementation and integration.
  2. Fluent in English and Portuguese.
  3. Well-versed in customer engagement.
  4. Understanding of project delivery working model and terms.
  5. Excellent communication and problem-solving skills.
  6. Team player with proven ability to work in a team environment.
  7. Ability to communicate with multi-cultural teams in other countries.
  8. Able to learn and adapt to new technology independently and quickly.
  9. Able to work in dynamic environments.
  10. Works methodologically and follows processes.
  11. Experience with Advanced Solutions – Recording/Telephony Integrations, MDC, LDAP, SSO, ACD, DB migrations, Disaster Recovery or HA solutions (preferred).
  12. Microsoft Windows Server Installation and Configuration – IIS.
  13. Microsoft Security – Active Directory, Security Policies, Hardening, Encryption.
  14. Microsoft SQL Server Installation and Configuration.
  15. Maintenance – Backups and Recovery, Security.
  16. Scripting – Basic Query and Update knowledge.
  17. Network Principles – 7 Layer OSI Model, TCP, UDP.
  18. Network Devices – NICs, Switches, Routers, MPLS.
  19. Troubleshooting – Sniffers and various other Network Testing and Analysis tools.

B.E. in Computer Science, Electrical Engineering, Information Technology, or related technical degree preferred.

CCNA and MCSE certifications preferred.

AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus.

All your information will be kept confidential according to EEO guidelines.