Senior Manager, Systems Software Engineering in Leon, GTO, MX at TTEC

Date Posted: 5/10/2018

Job Snapshot

Job Description

For more than 30 years, TTEC has anticipated customer needs and stayed ahead of consumer demands. As the leading global provider of technology-enabled customer experience solutions, TTEC designs, enables, manages, and grows superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their business by growing the value of their customer base. From design to delivery, our comprehensive solutions create value across the entire customer life cycle with industry-specific services.


Our capabilities include :
• Design : Customer Strategy Services (CSS)
• Enable : Customer Technology Services (CTS)
• Manage : Customer Management Services (CMS)
• Grow : Customer Growth Services (CGS)

 
Position Summary :
We are looking for a Senior Manager of Systems Software Engineering to manage TTEC’s Call Recording and Analytics platforms as well as our testing group for TTEC’s omni-channel platform.  The manager will lead the team in performing Application support, Application implementations, ensure Application functionality, Application testing and configuration/troubleshooting connectivity issues of Windows servers to ensure proper functionality.  The Engineering and product management is for NICE Engage 6.7 QM/Call Recording and NICE (IA, RTPO, RTSA, RTAM, RTI Analytics) platforms; eyeQ360 QM/Call Recording, Bright Pattern (Omnichannel Testing), Nexidia (voice analytics) and potential tools of this caliber in the future.  
 
You will manage a Global team of Engineers who implement deployments of NICE software which reside on Windows Servers.  These Engineers also provide troubleshooting and administration of other call recording products like eyeQ360 and older versions of NICE. They also have operational support responsibilities for the call recording systems.  You will also build a Testing team to support application testing of TTEC’s Omni-channel (Humanify Connect power by Bright Pattern) platform. 
 
The Senior Manager of QA Systems Engineering will be responsible for working with TTEC’s Sales Engineering teams in scoping new business and presenting our technologies to potential clients.  You will also be responsible for working with Life Cycle Managers to help lead the product management, testing and development of these tools. 
 
You will also be responsible for working with various Engineering teams and having a strong understanding of their technologies to help facilitate integration and troubleshooting efforts. These technologies include Oracle 11g, SQL 2012, Avaya / Cisco telephony systems, Dialogic, SIPRec, fundamentals of networking and firewalls, CRM, Security (PCI, HIPPA, PII,), Windows Server 2003, 2008, 2012, IIS, Windows 7 Thin clients and desktops, VDI, Microsoft Exchange, AD, Linux and sFTP.
 
Basic Qualifications :

•         BA or BS in a computer-related field, or equivalent experience with aptitude for certification in server administration

•         Experience performing / managing Application support and implementations in a Windows environment

•         Experience with managing troubleshooting application connectivity issues (LAN/WAN/Firewall, etc) required. 

•         Experience in managing NICE call recording and analytic solutions.

•         Experience in managing product development.

•         Experience in designing and engineering new software and hardware technologies.

•         Experience in leading a testing team.

•         Experience with writing test cases and reviewing test plans. 

•         Basic knowledge that allows for effective troubleshooting with other Engineering staff of the following technologies (Oracle 11g, SQL 2012, Avaya / Cisco telephony systems, Dialogic, SIPRec, fundamentals of networking and firewalls, CRM, Security (PCI, HIPPA, PII,), Windows Server 2003, 2008, 2012,  IIS, Windows 7 Thin clients and desktops, VDI, Microsoft Exchange, AD, Linux and sFTP.

•         Excellent written and spoken communications skills (English); Must have the ability to communicate to both technical and non-technical audiences.

•         Self-motivated and able to accomplish tasks with minimal supervision

•         Excellent time management and ability to triage multiple, concurrent technical issues

•         Strong ability to multi-task and maintain multiple projects at once

•         Team motivated, especially when troubleshooting issues – the entire team must be able to work with other groups (network, telecom, NT server team) to fix an issue, while avoiding finger pointing
 
Preferred Qualifications :

•         Strong foundation in the following technologies that allows for effective product management, software design and troubleshooting (Oracle 11g, SQL 2012, Avaya / Cisco telephony systems, Dialogic, SIPRec, fundamentals of networking and firewalls, CRM, Security (PCI, HIPPA, PII,), Windows Server 2003, 2008, 2012,  IIS, Windows 7 Thin clients and desktops, VDI, Microsoft Exchange, AD, Linux and sFTP.

•         Experience in Windows server products (2003, 2008 and 2012, SQL Server 2012), including remote administration, server building per spec and advanced functionality.

•         Experience with the setup and troubleshooting of websites using Microsoft’s IIS 7.0.

•         Experience with Oracle 10/11g databases and 10.X/11.X client software

•         Experience with Avaya/Cisco VoIP suite, including IP agent and IP softphone.

•         Experience with Network sniffing tools such as Wireshark.

•         Experience with an environment utilizing multiple QA solutions at the same time.  Examples include, NICE, Witness, Verint, etc.

•         Experience with SQL programming and the use of tools such as SQL Navigator and Toad

•         Experience with Microsoft Windows Media Services, including setup and troubleshooting publishing points and streaming services.

•         Experience with NICE QM/Call Recording NIM 4.1 or higher and various NICE Analytic platforms such as (IA, RTPO, RTSA, RTAM and RTI)

•         Experience in leading a testing team.


•         Experience with writing test cases and reviewing test plans.  


Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).


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