Overview

The System Engineer’s primary responsibility is for the successful delivery and support of integrated technology solutions to Waterfield Technologies’ 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 as an individual and as part of a team, with limited supervision, and will be expected to participate in internal growth activities as they relate to new products and best practices. 

RESPONSIBILITIES INCLUDE:

1. 1. Responsible for overall solution delivery success and client satisfaction:
      • Responsible for implementing products, effectively providing on-site customer technical assistance, and setting appropriate customer expectations
      • Understand the project and product life-cycles
      • Provide technical consultation to prospective clients on telephony technology
      • Provide subject matter expertise on the capabilities and constraints of the applications
      • Deployment of PureConnect platform-based telephony systems
      • Troubleshoot and configure all aspects of technology implementations – network/workstation/telephony
      • Familiarity with Cisco IOS-based Routers and Switches 
   2. Responsible for resolving customer inquiries/questions/problems through Waterfield Technologies Help Desk:
      • Respond to the initial request within stated Response Goals.
      • Successfully resolve issues identified during the troubleshooting process. May involve engagement of Genesys Support team for escalation.
      • Effective communication throughout the incident lifecycle to ensure Client satisfaction.
      • Provide remote and on-site technical support to Waterfield Technologies’ Customer base. Requires 24/7 availability to support Customer Support contracts. 
   3. Responsible for resource utilization targets and project tasking:
      • System Engineer = 90% 
   4. Support organizational growth:
      • Participate in organizational growth through continued process/delivery improvements
      • 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
    • Interaction Center Certified Engineer (ICCE) or Interaction Center Core Specialist (ICCS)
  • Department of Defense Clearance – TOP SECRET
    • Candidate must currently have DoD Clearance or capable of obtaining and maintaining Security Clearance levels. Waterfield Technologies will provide the 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:
    • Genesys CIC (SIP architectures)
    • AVAYA Definity G3R
    • 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 may be looking for you!
You may send your resume to careers@waterfield.com