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System Integration Engineer - Jackson, United States - Intradiem
Description
Job Title:
Systems Integration Engineer
Location:
US Remote
Reports To:
Manager of Systems Integration Engineering
What Need Can You Fill?
The Systems Integration Engineer (SIE) is responsible for working with mid-level to large clients to install, integrate, and configure the Intradiem platform within the client environment.
During implementation, the SIE is responsible for configuring and troubleshooting integrations with the client's ACD, WFM, KPI, UMA, LMS systems and agent desktops.
Post implementation, the SIE will provide support for technical issues, hot fixes, upgrades, and client follow up.What Will You Be Doing?
Leads technical discussions with clients throughout the project lifecycle.
Manages the implementation of all integrations.
Troubleshoots technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
Understands and follows Intradiem's and the customer's change management process.
Proactively supports and partners with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
Develops and maintains technical documentation specific to the client in order to support technical delivery and integrations.
Works with internal teams to implement Hot Fixes and Upgrades as necessary.
Learns from and receives guidance from Senior SIE and peer resources.
and International travel to customer sites as necessary.
Conduct all business in accordance with Intradiem policies and procedures.
All other duties as assigned.
What Will You Need To Succeed?
Strong technical, analytical, and troubleshooting skills.
Proven experience in problem analysis and resolution of complex software issues.
Experience supporting ACD and Workforce Management Systems in a Contact Center environment.
Experience working with 3rd party software integrations.
Ability to travel to customer sites to complete necessary implementation work and Systems Integration Testing (SIT).
Experience with computer networking and communications.
Ability to prioritize competing tasks in a fast-paced, dynamic environment.
Innovative thinker who is positive, proactive, and readily embraces change.
Strong communication skills with the ability to convey complex or highly technical issues concisely and effectively.
Proactive self-starter requiring little direction and supervision.
Relational database experience (MS SQL and MariaDB preferred).
Familiarity with Windows Server and related tools.
Ability to read and troubleshoot XML and Java.
Other Requirements:
Minimum 4 years' experience installing software solutions and integrating to 3rd party systems in a customer facing position.
Bachelor's Degree in Science, Technology, Engineering, Mathematics preferred, or equivalent experience.
Experience implementing solutions in a SaaS-based environment.
Ability to travel to internal in-person company events 3-4 times per year.
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