Senior Systems Engineer
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
The primary responsibility of the PS Implementation Engineer (L3) is to provide technical (project) delivery outcomes to Dimension Data clients as part of the CX/Contact Centre engineering team.
The role is primarily responsible for CX/Contact Centre technology delivery for Dimension Data Clients and will include transitioning of delivered Projects, artifacts and knowledge to Clients and internal Support personnel.
Work may involve direct engagement with regards to the support of SLA's to install and configure CX software and hardware related onto CX/Contact Centre technologies, resolve incidents/defects related to delivery, perform root cause analysis and adhere to any related processes such as change management.
The PS Implementation Engineer (L3) is involved in more complex environments for installation, configuration and fault management.
Certification in vendor, (specifically Genesys technologies and products) is elevated to a very high level and actively continues to progress towards an expert level.
What you'll be doing
Ensure client satisfaction
PS Implementation Engineers work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism. They are required to interact with clients on site to meet complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties or internal SME's
Compile and maintain project administration
The individual demonstrates excellent project management and administration ability. They write reports and proposals and project documentation. PS Implementation Engineers assist with the documentation of standard operating procedures relating to installations and fixes.
Act as a mentor
The PS Implementation Engineer displays leadership and high levels of team participation ability and is able to delegate lower complexity tasks to more junior PS Implementation Engineers. They lead by example and monitor the quality of their delivery proactively - escalating where necessary.
Mentorship and suppor of PS Implementation Engineer peers is expected in this role.
PS Implementation Engineers have very good project skills which are demonstrated in the execution of installations and other assignments. Project certification and the understanding and adoption of Dimension Data's Primer (PMBOK) methodology, is encouraged.
Provide telephonic, remote and on-site support to clients
This individual demonstrates very good administration ability in the form of assistance with regards to proposal and report writing and general project documentation development. He/she may be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
Act on specialist knowledge
The PS Implementation Engineer is expected to take ownership of relevant technologies according to domain or specialization.
As corporate citizens they are good team players. He or she practices two-way communication and listens to understand other’s point of view.
The individual displays a very good understanding of business principles. At this level, individuals are included in complex design work, with input to the design expected.
These individuals are client focused and display a proactive approach to solving problems. They work well under pressure and demonstrate the ability to work within a support team, contributing to their success.
What would make you a good fit for this role?
- Previous experience in a project focussed Technical Consultant/ Senior Engineering capacity (or similar).
- Solid experience in the design and implementation of Genesys/CX solutions at an enterprise level.
- Strong stakeholder engagement experience, with the ability to present to technical and non-technical.
- Strong design and consulting skills across the following areas; Genesys SIP, Routing (mainly URS but Orchestration (ORS) is a “nice to have”), GVP (Genesys Voice Portal), Config layer (GAX, GA, Config Server etc.), Reporting (Interactive Insights, Infomart, Pulse), eServices (e-mail).
- Genesys WFM skills would be be beneficial but not essential.
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.