Product Services Engineer

Mandaluyong, NCR

KMC Solutions | XTN-76FC927

Date Posted

2020-08-06

Career Category

Network /System / Database Administration

Functional Overview

    The Product Services Engineer (PSE) is a frontline engineer and provides technical assistance in implementing and supporting our suite of contact center solutions

Duties and Responsibilities

  • Install, configure and support Genesys and other realted applications and integrations in the cloud and on-premise infrastructure, while adhering to industry best practices.
  • Provision new customer environments in private and public clouds
  • Provide technical support to customers via phone, online, chat, and email.
  • Work service requests, incidents and project tasks using workflows in service management applications.
  • Work with Development and Architecture teams to create and operationalize cloud capable solutions.
  • Use common scripting languages and available API's to automate repeatable tasks
  • Communicate and coordinate technical activities with Operations, Support and Professional Services teams
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
  • Create and maintain process documentation and lead knowledge transfer sessions
  • Continually enhance technical and professional skills through internal knowledge transfer and training
  • Do discovery sessions with potential clients to determine technical and business requirements and ensure that all necessary information is collated prior to producing a solution
  • Interface with the implementation/project team, articulating customer requirement, to ensure smooth transition from sale to delivery
  • Customer and Partner enablement – Product demos, trainings, workshops for potential customers and partners.

Minimum Qualification

  • Bachelor’s degree and a minimum of 3-4 years of related experience or equivalent work experience
  • Two years’ experience implementing or supporting complex software applications in Enterprise customer environments
  • Extensive knowledge of Windows server operating systems and features such as DNS Server, Active Directory, Group Policy and Remote Desktop Services
  • Basic knowledge of Linux operating systems and administration
  • Scripting experience using languages such as PowerShell or JavaScript preferred knowledge of TCP/IP-based networking including routers, switches, network topologies, etc.
  • Familiarity with VOIP including the SIP protocol
  • Knowledge of System Center, and Hyper-V or VMWare for VM deployment and management
  • Exposure to the OpenStack platform, AWS and Microsoft Azure is a plus

Minimum Competencies

  • Proven ability to communicate effectively and meet deadlines