Solution Deployment Engineer I

Services | Columbus, OH, United States | AMERICAS
Major Functions/Responsibility
 Coordinate installations of inContact WFO recording suite applications.
  1. Coordinate installations of other applications as required.
  2. Ensure the technical readiness for all areas of a project.
  3. Demonstrate significant understanding of the product architecture and of the entire solution suite.
  4. Communicate with vendor for assistance on technical issues to keep the service levels as agreed with customers.
  5. Document the solution design utilizing standard tools for both customer-facing and internal support purposes while adhering to ISO 9001 Development and Design principles.
  6. Drive implementation issue resolution as reported by the project team and customer, by providing hands-on troubleshooting support and engaging Product House as needed using established escalation process.
  7. Provide status of escalated issues to project team utilizing established process. This includes issues, resolution progress and identification of next steps.
  8. Act as a technical resource to others to resolve problems, issues or errors.
  9. Review evidence that the solution has been thoroughly tested and ready for turnover to Support, and participate in the transition meeting.
  10. Work without supervision on projects with extensive latitude for independent judgment.
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of inContact.
 ​​Required Education, Experience, and Specific Job Related Skills

Education Requirement:

An Associate degree in Science, Information Technology or related field or equivalent work experience required. 

Experience Requirement:

§  At least 1+ years' experience in professional services/project delivery or Desktop and Server support environment.

§  Understanding of IT infrastructure (servers, network, etc.)

§  Hands-on experience administering Microsoft Operating Systems.

§  General understanding of applications, databases, reporting tools.

§  Strong verbal and written communications skills. Strong technical writing skills for solution documentation.

§  Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.

§  Available credit to facilitate business related travel.

Experience Preferred:

§  Computer Telephony Integration (CTI)

§  Administration of Windows Server and Desktop and/or Linux OS

§  Active Directory and DNS

§  Familiarity with project life cycles

§  Visio development

§  VMware knowledge

§  PCI/Security Networking and networking protocols: LAN, WAN, TCP/IP

§  Technical certification, e.g., MCSE, Cisco, Avaya

§  Microsoft SQL installation and queries including SSRS

§  C# knowledge


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