System Engineer

Waterfield Tech is looking for a System Engineer to join our team.

Summary

The System Engineer’s primary responsibility is successfully delivering and supporting integrated technology solutions to Waterfield Tech’s customer base. This involves performing software implementation tasks associated with all aspects of the solution delivery cycle. This cycle includes but is not limited to participating in requirements gathering, system design, configuration, testing, troubleshooting, go-live support, and best practice consulting. The System Engineer will work individually and as part of a team, with limited supervision, and will be expected to participate in internal growth activities related to new products and best practices.

Responsibilities Include:

Responsible for overall solution delivery success and client satisfaction: 

1. Responsible for implementing products, effectively providing on-site customer technical assistance and setting appropriate customer expectations
2. Understand project and product life-cycles
3. Provide technical consultation to prospective clients on telephony technology
4. Provide subject matter expertise on the capabilities and constraints of the applications
5. Deployment of PureConnect platform-based telephony systems
6. Troubleshoot and configure all aspects of technology implementations – network/workstation/telephony
7. Familiarity with Cisco IOS-based Routers and Switches

Responsible for resolving customer inquiries/questions/problems through Waterfield Technologies Help Desk: 

1. Respond to initial request within stated Response Goals.
2. Successfully resolve issues identified during the troubleshooting process. May involve engagement of Genesys Support team for escalation.
3. Effective communication throughout incident lifecycle to ensure Client satisfaction.
4. Provide remote and on-site technical support to Waterfield Technologies’ Customer base. Requires 24/7 availability to support Customer Support contracts.

Responsible for resource utilization targets and project tasking: 

1. System Engineer = 90%

Support organizational growth: 

1. Participate in organizational growth through continued process/delivery improvements
2. Participate in Sales activities with prospective customers to assist the Sales cycle

Education

Four-year college degree (BA/BS) or related experience

Experience

Minimum 6 years providing professional services in a software application environment. Telephony focus required.

Service Desk operations beneficial

Required Skills

• Genesys certification – obtain and maintain o Interaction Center Certified Engineer (ICCE) or Interaction Center Core Specialist (ICCS)

• Department of Defense Clearance – TOP SECRET o Candidate must currently have DoD Clearance or capable of obtaining and maintaining Security Clearance levels. Waterfield Technologies will provide necessary sponsorship.

• Security+ certification – obtain and maintain

• Proficient in MS Office applications

• Proficient in relational database concepts and use

• Proficient in Windows Server environment

• Proficient in Network infrastructure environment

• Exceptional written and verbal communications

• Effective time management of self and others

• Able to work well independently or in a team environment

• Proven track record of demonstrated leadership abilities

• Project management expertise

Preferred Skills

• PBX vendor experience in any of the following: o Genesys CIC (SIP architectures)

o AVAYA Definity G3R

o Cisco IP Telephony (Callmanager, IPCC, Unity)

• MCSE and CCNA given additional consideration

Travel

• Domestic and International Travel to customer sites – 50%

If you’re ready to grow your career in an energetic, customer-focused environment. Waterfield Tech may be looking for you!

Send Email with Resume