Technical Implementation Specialist / Spécialiste de la mise en œuvre technique

Are you passionate about technology and looking for a new challenge? We are currently searching for Implementation Specialists to join our Professional Services team. Candidates must have experience with Workforce Optimization (WFO) technology and ideally, they have experience with Verint solutions and/or other contact center solutions. The main function of the Implementation Specialist is to act as the primary owner of service installations for customers after a new project has been assigned. Preferably this position would be based in our Laval, QC office, but the team will consider applicants for a remote/hybrid role from the US or Canada. What you will do:

• Prepare for installations: assess site requirements, obtain software, and review relevant documentation, and stage installations in a lab environment prior to rollout.
• Perform remote and cloud installations/implementations of Verint software solutions, integrating with the customer’s network, ACD, and CTI equipment while explicitly following defined processes, system requirements, and customer needs.
• Assist the Project Managers and customers in preparing for client-side application roll outs and training activities.
• Provide direction and feedback to the project team.
• Complete software installations as defined in the Statement of Work (SOW).
• Perform Site Acceptance Tests (SATs) at the end of installations with customer participation.
• Provide daily updates to the Project Manager and provide all site documentation at the end of the installation.
• Collaborate with relevant internal resources regarding the customer’s needs and expectations.
• Manage the customer relationship and expectations.
• Participate in internal and external training classes, or special projects as needed.

What we are looking for:

• BS degree in Computer Science or related field
• 3+ years field experience in implementing systems and providing high level customer service.
• 3+ years of experience with remote installations and upgrades.
• Experience with WFO, Verint solutions and/or other contact center solutions.
• Strong working knowledge of MS SQL (2012, 2014, 2017, 2019).
• Strong working knowledge of PC’s OS (Vista/7/8/10).
• Strong working knowledge of server’s OS (Windows 2012, 2016 and 2019) and networking (TCP/IP, hubs, routers, switches, firewalls).
• Strong working knowledge of IIS, active directory, MS Terminal Server, Citrix MetaFrame, SMS server, SNMP, SMTP, .Net, and VoIP.
• Knowledge of Server and Desktop Virtualization (VMWare).
• Strong hands-on experience configuring and servicing commercial servers including HP/Dell/IBM which may include troubleshooting and replacing hard drives, CPU, memory, controller cards, SCSI/SAS devices and cables.
• Experience in deploying or integrating telephony and CTI solutions.
• Experience working with predictive dialers (Avaya PC, Aspect Conversations) and CTI servers (UCCE, Genesys, Symposium, CT, AES).
• Strong experience in performing implementation of software and hardware solutions, integrating with the customer’s network, ACD and CTI equipment.
• Experience in troubleshooting and resolving technical issues as they occur. Maintain ownership of issues that are escalated by collaborating with support personnel.
• Available to work after-hours and weekends.
• Bilingual, with strong English written and verbal skills. English is required for business reasons to serve external English-speaking clients.
• Able to travel.

What is nice to have:

• Network certification, MCSE Certification.
• Technical customer service experience in the Telecommunications or related industry.

Who is Group Elite? Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC) based in Montreal to support our client’s technical needs with their software deployments. Our motto is “Our Experience is Your Advantage”; learn more by watching this short video. What benefits are available?

• Paid Health Insurance Premiums
• Competitive Pay
• Annual Vacation Allowance
• Collaborative Culture
• Flexible Work Schedule
• Fun Office Environment

Watch this video to catch a glimpse of our work environment: https://www.youtube.com/watch?v=ct4OxjJUS2w