Job DescriptionSpecific Job Responsibilities: Installation and integration of NICE software solutions at customer's site, while following defined methodology, processes, system requirements and customer specific needs.
Work directly with the project manager to assist with any technical questions regarding the solution from the kick-off of the project until turnover of the delivered solution to our support center.
Ensure that all components of the technical architecture are properly integrated and implemented.
Ability to remotely implement Nice solutions efficiently with quality and care from a home office environment.
Provide technical support and technical quality control throughout all stages of the project.
Assist customers and their vendors with configuration requirements for all Nice Integration points in their environment.
Provide technical expertise of the entire Nice product suite, implementation methodology and/or related technology.
Provide advanced expertise in Nice Systems and Recording solutions
Conduct systems testing for performance and reliability.
Report issues found during implementation and engage support teams for assistance as well as escalate to higher tiers and management as appropriate.
Communication with R&D about customer technical feedback on implementation of product related enhancements and fixes.
Document and communicate issue resolution and lessons learned.
Document and add Symptoms and Resolutions to the Nice Knowledge Base.
Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
Provide basic application training and support the client's Engineers on the NICE applications as required.QualificationsEducation and Experience:
BS in Computer Science, Electrical Engineering or equivalent technical degree preferred.
Nice Perform certification are a plus.
CCNA and MCSE certifications are a plus.
HP, Dell, VMWare and Citrix certifications are a plus.
Technical Skills: Must have a minimum of 1 years of proven experience with 2 of the 5 following technical areas or 3 years experience with 1 of the 5 following technical areas:
Experience with the Installation and Integration of Nice Perform solutions into Customer Environments
Experience with Nice Perform Advanced Solutions – Interaction Analytics, Clustering and Disaster Recovery, SmartCenter Integration, Nice Customer Feedback, RTI, and SIP Integrations.
Microsoft Server Installation and Configuration – IIS, SNMP
Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
Disaster Recovery - Clustering, Geo-Clustering,
Server Hardware – HP, Dell, IBM
Virtual Servers - VMWare – ESX, VSX Clusters, VMotion
Citrix Servers – Configuration and Optimization
Microsoft SQL Server Installation and Configuration
Maintenance – Backups and Recovery, SQL Agent, Analysis Services
Disaster Recovery – SQL Replication and Mirroring
Scripting – Basic Query and Update knowledge
Network Principles – 7 Layer OSI Model, TCP, UDP
Network Devices – NICs, Switches, Routers, MPLS
Troubleshooting – Sniffers and various other Network Testing and Analysis tools
Telephony Experience - PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco
CTI Experience - Avaya AES, Nortel Symposium, Aspect Predictive Dialers, Siemens Call-Bridge, Cisco Tapi and ICM, Genesys
VoIP Experience – Avaya, Cisco, Nortel
SIP Experience – Avaya, Cisco , Nortel, ACME SBC, Sonus