Job Description
| Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the world's most comprehensive portfolio of interaction management solutions, spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR, and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 600 dedicated staff across the company's 16 international operations. Position Summary The Professional Services Engineer will perform installation, support and maintenance activities on software applications and associated hardware. Activities range from 1st, 2nd and 3rd line helpdesk support to field based fault restoration and project based design, installation & configuration services. Conduct technical pre-sales meetings and customer demonstrations. Deliver technical and end-user training on occasion. The position reports to the Professional Services Manager and may also form part of a call-out roster to ensure 24x7 support of our customers systems. Key Responsibilities Perform site installations of hardware and software as part of projects for new customers and upgrades of existing customers. Installs predominantly based on the Arc, CallRex, Datapulse and Zeacom suite of applications. Participate in project based installation and configuration, system upgrades and other professional services. Respond to Customer Support from the helpdesk. Take ownership of the issues and see through to a successful resolution. Work alongside Enghouse Account Managers in Technical Pre-Sales capacity Deliver Technical Training course to certified partners Deliver end-user application training to customer base Provide hands-on technical support & trouble shooting for customers using Telephony applications. Ensure trouble tickets are always raised and regularly updated as well as keeping customers/partners updated on fault resolution progress. Ensure technical support manager is kept informed of all ongoing issues. Resolve all Customer Service Requests within agreed timescales. Write technical reports on critical service affecting incidents. Perform in a team where a number of players contribute to problem resolution across various platforms. Liaise with customers during problem resolution. Identify and liaise with appropriate Technical Support groups to facilitate timely resolution of emergency issues. Assist with the compilation of customer focused reports measuring the operational performance against pre-determined criteria. Escalate where appropriate in accordance with standard procedures. Identify the root causes of multiple alarm and fault indications. Analysis of logs and traces to establish root cause. Replication of symptoms and faults in lab environment. Interview customers to ascertain exact nature of faults. Initiate hardware change-out procedures, following customer defined planned outage processes Qualifications good working knowledge of Windows 2000/2003/2008,XP, Win7, Excel, Word experience with installation and troubleshooting of one or more of the following required: Cisco Communications Manager, Nortel CS1000, and/or Lync/OCS Windows & SQL Server installation and troubleshooting experience required interpersonal skills important in developing relationships with other key engineering groups both internal and external ability to communicate at all levels both written and verbal to facilitate accurate and timely report generation customer Service skills, confident on site dealing with high pressure situations conduct, professionalism and courtesy are key requirements when dealing with customers ability to travel 50% throughout the US and possibly Canada Enghouse Interactive is an Equal Opportunity Employer. |
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