Contact Center Engineer

Description:

The Engineer is responsible for implementation of call recording and speech analytics solutions for the cilent This role is also responsible for debugging issues and providing post production support until any solution delivered is stable and formally transitioned to the L2 and L3 production support teams.

Technical Estimates & Timelines

Based on requirements analysis and high-level design establishes the technical estimate of the work effort that is then passed to Project manager.

Works with Project management to define the tasks for the project managers to incorporate into the project plan.

Development assists Project management in defining the implementation timeline that is matching development capabilities.

Implementation, Configuration & Testing

Coordinates activities with vendor partners.

Completes configuration changes to the system.

Completes unit testing of the solution implemented.

Coordinates and/or conducts limited load testing of the application components as needed.

Development smoke tests the application after deployment before passing to QA testers.

Respond to technical/system issues questions from QA testers.

PE assistance

Participates in Performance Testing and Engineering.

Production Support

Supports product until it goes live and then formally provides a hand off to L2 and L3 teams.

Develops and implements a means of monitoring the application working with L2 and L3 teams (the requirements to monitor should be taken into account during the system design).

Required Skills

Qualifications / Experience:

5 years significant hands on technical experience in engineering and implementing call recording and speech analytics solutions

Quickly adaptable to learn new systems, technologies, and business knowledge

Satisfactory technical writing skills, ability to create and maintain project and product documentation

Excellent analytical and communication skills

Strong foundation of programming fundamentals

Understanding of computer networking concepts and SQL

Strong knowledge of software installation and distribution technologies and methodologies

Experience with deploying and integrating through formal productive delivery channels, release concepts

Ability to work independently, taking initiative, displaying self motivation and dedication

Ability to work in a team environment with a consistent process oriented methodology

Technology

· NICE Platform Suite- Call recording and Analytics

· Understanding/experience with web application communication protocols – SOAP, HTTP, XML etc

· Basic knowledge of SQL

· Working knowledge of application setup, support, and configuration

· Expert knowledge of Windows operating systems with hands on experience in Windows .net platform

Desired Skills

Knowledge of Banking Systems and Applications

Skills:

Contact centre, NICE Systems, NICE Engage, NICE Platform Suite, sql

Top Skills Details:

Contact centre,NICE Systems,NICE Engage,NICE Platform Suite,sql

Additional Skills & Qualifications:

Work with the internal teams and the vendor pro services teams to implement projects using NICE applications then turn over to prod support. In the NICE world it called a PSE ( pro services engineer)

Looking for people that can trouble shoot but not support.

Open to engineers that also have NICE WFM ( work force management) experience

Experience Level:

Intermediate Level

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision

Critical Illness, Accident, and Hospital

401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

Life Insurance (Voluntary Life & AD&D for the employee and dependents)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick Leave)

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.