Technical Program Manager - NYC

Support | Hoboken, NJ, United States | AMERICAS

Position: Technical Program Manager—Emergency Communications Transformation Program (ECTP)

Location: Brooklyn, New York

Position Summary

The Technical Program Manager is responsible for understanding the design and infrastructure of the entire Logging & Recording (L&R) system. This includes deployments of new projects, managing support, technical management and financial reporting.

This position is based at the Metro Tech Center in downtown Brooklyn

Key Responsibilities

* Maintenance and update of NICE software solutions at customer’s site. Tech Lead must be able to adhere to highly structured problem resolution and customer engagement process.

* Lead the onsite deployment team to assist with any technical questions regarding NICE platform.

* Work closely and have direct interaction with customer IT organizations and solution development team.

* Ensure that all components of the technical architecture are functioning properly and efficiently at the ECTP sites.

* Assist customers and their vendors with configuration requirements for all NICE software in their environment.

* Provide technical expertise pertaining to the NICE product suite, implementation methodology and/or related technologies.

* Delegate the troubleshooting of technical issues that arise when working with the NICE solutions and/or client systems. 

* Assist client administrators with questions and problems associated with the configuration, administration, and management of users in the NICE solution.

* Assist with NICE projects, installations, and change management. Act as NICE Subject Matter Expert (SME) when changes are being made to the client’s environment and infrastructure.

* Manage the customer relationship and expectations, communicate effectively, troubleshoot and resolve technical issues.

* Effectively manage time and maintain regular communication and updates to both customer and management.

* Participate in training classes, or special projects as needed.

* Effectively manage time and maintain regular communication and updates to both customer and management.

* Financial Reporting to senior management

* Schedule and Revenue Forecasting

* Manage NICE internal PM and financial tools.

* Document accounting of activities and time on a daily basis with timely submission of reports and expenses per company guidelines.


* BS in Computer Science, Electrical Engineering or related technical degree required

* MBA desirable

* NICE NRX, NICE Inform, NICE 8.9, NICE Recordings certification preferred

* Telephony, HP Server Hardware, NetApp, and VMWare 

Key Requirements:


Must have experience in a 100+ server environment and a minimum of nine years of proven experience in the following technical areas:


Program Management

* PMP Certified

* Familiar with financial models

* Familiar with MS Project



* Microsoft Server Installation and Configuration – IIS, SNMP

* Microsoft Security – Active Directory, Security Policies, Hardening, Encryption

* Server class Hardware.

* VMware knowledge – P2V, vMotion, etc.

* SANS and NAS using fiber or iSCSI



* Microsoft SQL Server Installation and Configuration

* MySQL Server Installation and Configuration

* Maintenance – Backups and Recovery, SQL Agent, Analysis Services

* SQL Security

* Disaster Recovery – SQL Replication and Mirroring

* Scripting – Basic Query and Update knowledge

* Knowledge of MySQL is a plus.



* 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


Other Requirements 

Travel - Primarily within New York City. 

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