VOCALCOM /// recrute :: Junior Support and Services Engineer Temps plein

Company :

Vocalcom’s multi-award winning cloud-based contact center solution and inside sales platform help businesses to drive a more effective sales team, and manage multichannel customer interactions as one single conversation. With a strong track record of innovation and a never-ending desire to be the first, Vocalcom powers more than 1 billion of the world’s best customer experiences while delivering transformative business results. The easy-to-use interface offers robust functionality with advanced omnichannel features, comprehensive reporting and seamless integrations with 20+ business tools to empower sales and service teams to have personalized, real-time conversations with customers and turn each customer interaction into a positive business outcome. It provides full visibility and valuable context in the customer journey across all channels and creates effortless customer experiences while providing agents with a single omnichannel desktop. Vocalcom is trusted by more than 3,700 customers to orchestrate over 10 billion customer interactions per year in the cloud and on premises with the lowest cost and effort. Spanning 128 countries and five continents, Vocalcom’s customers include Webhelp, Cardif Insurance, Thalys, Kabel Deutschland, VINCI, Disney, ITV, SFR Numéricable, AB InBev, Air Methods, GazProm, Orange, Australian Credit and Finance, and Kia Motors. Vocalcom was founded on the principle of ‘beautifully simple’ design, providing advanced customer contact solutions that are easy for agents and customers to use – making omnichannel customer interactions management much easier. What makes Vocalcom customer contact technology stand out is that in addition to advanced customer contact features, it gives you flexibility and boundless customization. Vocalcom makes it possible without hardware, or coding. Loved by 550,000+ users, Vocalcom ‘s cloud technology is easy to buy, implement, and use.

Overview:

Engineer will be responsible for the end-to-end delivery of projects’ implementations. Also, responsible for managing the software implementation process through phases of requirements gathering, analysis, design, build/customization, system integration, acceptance testing, production implementation, and transition to support. Throughout the life of the project, it is the responsibility of the Support and Services Engineer to coordinate all tasks, and ensure deliverables are produced as needed. The Support and Services Engineer will be responsible for system installation and configuration, testing support, troubleshooting and issue resolution, client training, rollout support and hand-over of the system to the customer. The role is client-facing and it requires strong technical expertise, issue management and investigation capabilities, and excellent communication skills.

Daily Job in the Organization :

o Reports to the Projects and IT Operations Manager and to the Services Manager

o System installation and configuration, testing support, troubleshooting and issue resolution, client training, rollout support and hand-over for customers in Tunisia and all over the world

o Provide regular reports on project progress, status and resource utilization to the projects department

o Demonstrate a clear understanding of the customer’s technical challenges

o Light engagement with pre-sales on pending opportunities

o Consulting on implementation and test plans for upgrades / go-lives

o Consulting on Disaster Recovery and fallback plans for upgrades / go-lives

o Managing issues during pilot phase and bridging knowledge of integration between Professional Services and Product Support

o Communicate with Developers and PM’s on delivery of software or bug fixes

o Handing over of software to Product Support in a stable state

o Problem solving with technical issues during project

o Onsite and/or remote go-live and upgrade assistance

o Support customers post Go Live. Providing L1 and L2 support and coordinating with Vocalcom L3 team for L3 tickets

o Providing support in compliance with Vocalcom’s support procedure and SLAs

o Logging and follow-up of Tickets/Defects with Shared Services or Professional Services

Key Tasks & Responsibilities:

o Build a complete library that includes all existing customers scripts & coding

o Create FAQ library when needed & train channels with the coordination of projects & sales Department

o Develop and maintain documents on architecture and configuration for our customer (Project handover documents)

o Comply with all company health & safety policies and procedures

Technical Skills:

o System Administration (Windows Servers Environments, IIS)

o SQL Administration & development

o Voice Protocols (SIP, RTP, MRCP, etc…)

o Data Networks and more importantly Voice Networks (PBXs, media gateways, etc…)

o Programming Languages (ASP.net, C#, JavaScript, HTML, CSS)

Literary Skills:

o French – Spoken | Written (Fluent)

o English – Spoken | Written (Academic)