Systems Engineer/DBA (Call Center integration)

Location: Fort Myers, FL & Atlanta, GA
Date: September 3, 2008

Position Summary:
This position, a critical role in the fast-growing CallMiner Global Services group, is accountable for integration, installation & support (remote & on-site) of the CallMiner software solution into large, complex enterprise call centers. This role is critical to ensuring well-performing customer operational systems across full installation lifecycle – from initial server/storage architecture/specs through metadata integration with Call Center systems (recorders, IVRs, CRM…), ongoing performance tuning & Tier 2 support.

Ideal candidate will have superb root-cause analysis, timely & persistent escalation disciplines, & facility to clearly convey business impact of technical issues to non-technical managers/users. 6-9 years progressive hands-on experience integrating call center systems such as recorders, IVRs, and CRM with SQL-based software platforms.

Essential Job Responsibilities/Qualifications:

    This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with excellent collaboration & communication skills who thrives on juggling multiple complex project deadlines & support while nimbly embracing rapid-fire technology/methods change. Must possess outstanding problem solving, root-cause analysis, critical judgment & attention to detail. Must be able to clearly & accurately convey in layman’s terms the business impact of technical issues.

  • Ensure end-to-end integrity of integration & installation team tasks through UAT acceptance & support handoff – for initial deployments, expansions & upgrades.
  • Own on-time delivery for integration & installation tasks - rapidly identifying, communicating & escalating to management any barriers impacting forward progress of project.
  • From supplied Requirements & Functional Specs, integrate & test customers’ metadata from various Call Center platforms (recorders, IVRs, CRMs) to CallMiner software platform, collaborating effectively with customer/partner IT, DBA & call center technical staff along with any necessary collaboration with product team.
  • From supplied load & site expansion forecasts, apply appropriate HW/OS/SQL Server 2005 platform specs for customer implementations using existing tools & guidelines & generate complete, accurate documentation. Conduct thorough pre-installation call center IT environment audits & recommendations; apply performance tuning as needed.
  • Excellent verbal & written communication skills.
  • Maintain customer installation/integration configuration knowledgebase & advise on customer major/minor/hotfix release plans.
  • Provide global T2 support during US business hours & mentor junior integration, installation & support staff in operational & technical best practices. Oversee Windows/SQL Server 2005 diagnostics/sim lab.

Education/ Certification/Special Skills:

  • Extensive production hands-on DBA & integration full lifecycle experience in multi-site enterprise Call Center environments (6-9 years total professional experience). Metadata integration ETL; SQL Server 2005, Microsoft Enterprise 2003 servers, DAS/SANs, network, security IT admin/management/performance tuning. IIS.
  • XML/Xpath & scripting in Windows/Linux environments to automate services/support tasks a plus.
  • Bachelor degree in Computer Information Systems, Computer Science or related discipline required.
  • Ability to qualify for a United States Federal Government MBI Security Clearance is desired.
  • Approximately 30-75% travel required, primarily to US-based call centers. Occasional after-hours evening/weekend installation activities required.