MIS Software Application Developer/Analyst - V
The Judge Group Inc.

Job Info

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Location: Ashburn, VA
Salary: Negotiable
Description:
The preference is to have the contractor near Cary or Ashburn but the vast majority of my engineers are all over the country so keeping an open mind on location. ***Working Model: Hybrid- If near Cary or Ashburn, 2 days per week, other than that we have not had any direction Position

Responsibilities:

• As a Engineer-Lifecycle A&E you are the point of contact for assigned large enterprise customers and provide advanced-level technical support to them.
• You manage high-impact technical cases for your customers to ensure all break/fix issues are addressed quickly and appropriately.
• You work with ISD team who typically own many of your customers' technical support cases to ensure timely status updates, customer communication, duplication, and root cause correction. You develop a relationship with key customer contacts and internal staff to enable efficient communication.

Key responsibility is direct ownership for resolution and troubleshooting of cases.

• This includes working cases yourself as well as partnering with other engineers that are assigned to cases for your assigned customers.
• Work closely with the ISD team who typically own many of our customers' technical support cases to ensure timely status updates, customer communication, issue replication, and root cause correction.
• End-to-end case management to ensure all break/fix issues are addressed quickly and appropriately.
• SME s also proactively review, evaluate, and make recommendations for case reduction.
• Familiarization with the customers technical environment through regular communication and sharing that detail with others to improve teamwork and success.
• This includes planning for and anticipating new enhancements or additional products added by the customer.
• Organize and lead multi-participant customer calls, including critical and difficult escalations with senior executive involvement.
• Provides daily, weekly, bi-weekly, or monthly updates on customer s technical support cases.
• Discuss the next steps and potential areas of improvement on how issues can be prevented in the future.
• Function as a subject matter expert (SME) in one or more areas of the product domains.
• Leads cross-functional collaboration to drive process improvement and customer enablement initiatives.

Requirements

• Education in technology-related field or equivalent experience.
• Preferably deep understanding of NICE Engage products from a technical/troubleshooting perspective
• Minimum 5 years of experience in customer-facing advanced technical support work, preferably in a tier 2/3 technical support role.
• Experience managing enterprise-level customers in a technical support environment.
• Demonstrates strong relationship with customers and stakeholders to resolve break/fix issues.
• Verbal and written communication are professional, assertive, articulate, and friendly while building confidence across all stakeholders you work with.

Desired technical Skills

• Minimum of three years of experience administering, architecting, or supporting the following technical areas (all items are not required however, more is better):
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to resolve escalated customer problems utilizing appropriate internal and external resources.
• Demonstrated ability to work independently as part of a larger team.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
• May need to work flexible hours to meet customer needs and escalations. SaaS, Telecommunications, contact center software managing calls in a call center experience.
• Telephony ACD (Automated Call Distribution) Administration, SIP (Session Initiation Protocol), Route Management., VOIP (Voice Over Internet Protocol) Protocol. Computer Networking - Administering a Network, Experience with Wireshark or other packet capture technologies, and interpretation of data/network traffic.
• Scripting or Programming Experience Using APIs (Application Programming Interfaces).
• Proxies, firewalls, and VPN Chrome Development Tools.
• Extensive industry experience including understanding of the contact center business, as well as general market & business trends.
• Generally, will work at designated shifts aligned with the customer.

Contact: a.dubey@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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