Senior System Engineer (m/f) Job in Amsterdam, Netherlands

About Us:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.


General
• Genesys’ goal is to be The Undisputed CX Leader in the Cloud

• We have 3 Customer Experience Platforms Portfolio:
 Pure Cloud
 Pure Connect
 Pure Engage

• We have the Broadest Solution Set in the Industry
 Customer Engagement
 Employee Engegement
 Business Optimization

• Our technology connects companies and customers ensuring that companies and their customers

• have the ability to be connected 24/7

• We do continuous development and integration – you see your work in deployment frequently.

• We encourage Open Source contributions and participation in user groups and company sponsored training and development.

• We offer best in class people experiences. Our biggest competitive advantage is OUR people.

Senior System Engineer (m/f) Job Description

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities.
 
Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine's 2013 Best Small Companies in America and Software Magazine's 2012 Top 500 Global Software and Service Providers. It employs approximately 2,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.
 
To continue building our EMEA Support organization we are looking for:
 
Senior System Engineer NL (m/f)
 
We offer:
 
Smart colleagues with a sense of humor in an international environment
Attractive salary package
Multilingual and multicultural company with lean hierarchy
Flexible, energetic, and informal work environment where excellence is recognized, encouraged and rewarded
Rapid career growth based on individual performance
Opportunity to work for one of the global leading corporations in Call Center Technology
Optional Participation in Employee Stock Purchase Plan
Management by Objectives
Technical training in our USA and EMEA HQ.
25 days annual holiday plus an additional Birthday Holiday
 
Position Description:
 
The (Senior) System Engineer NL role is an exciting and rewarding senior level role for professionals looking for a varied, flexible, and technically challenging position in a global software organization. Become part of Interactive Intelligence’s Services and Support Organization, which provides second level and higher technical support for our solutions and related technologies to our regional customers and partners. We are looking for motivated and knowledgeable professionals with strong knowledge and practical skills in any of the following areas:
 
·         VoIP Telephony (Protocols: SIP/RTP, TLS/SRTP) and/or Cisco Networking experience. ISDN Telephony (E1/T1) experience is a plus. Relevant Certifications: CCNA, CCNA (Voice), or CCVP.
·         Windows Server Administration, Networking and Troubleshooting experience (Active Directory, DNS, DHCP in Windows Server 2000/2003/2008). Relevant Certifications: MCSE or MCTS.
·         Database Administration, Maintenance, Programmability with SQL Server or Oracle.
·         Programming in any of the following languages: C#, .NET, C++, Java.


(Senior) System Engineers within Interactive Intelligence (ININ) Support have an expanding career path within the Services organization. With merit and experience, the position can lead to a variety of posts ranging from technical leadership, account management, to engineering management. A successful candidate will go through an extensive five weeks technical training in our North America Headquarters in Indianapolis followed by three weeks in Slough, UK before actively starting the role. A gradual introduction to the daily work and role responsibilities will ensue after training with mentoring and management guidance at our NL office.
 
Technical Support Responsibilities: 
 
·         Be the direct point of technical contact to provide high quality Software and Hardware support for Interactive Intelligence (ININ) solutions to engineers from our customer community.
·         Participate in onsite/remote professional and field support services activities as required within the assigned EMEA customer base.
·         Be part of Automatic Call Distribution (ACD) queue to work and resolve level 2 and higher issues coming via a phone call or web incident from our partner’s/customer’s certified engineering (ININ Certification required from external engineering).
·         Participate in emergency support coverage rota.
·         Only after engineer’s full training and probation.
·         Recurrence: Approx. 1 weekend out of every 2 months
·         On Call working hours are remunerated.
·         Responsible for staying abreast of current technologies, ININ’s cutting edge solutions, and develop advanced expertise in one or more of our technical subject areas.
 
Business & Technical Consultancy Responsibilities:
 
·         Promote the Interactive Intelligence solution and its services to our customers.
·         Perform site visits as needed to fulfil contractual service obligations and utilize such opportunities to upsell consultancy services, licenses, and professional or support services.
·         Perform best practices consultancy in either application or functional use of our solutions.
·         Assist as required on professional services activities requiring support consultancy abilities.
 
Technical Account Management Responsibilities:
 
·         Work with customers within the assigned region (BENELUX) on a regular basis.
·         Recommend solutions and / or alternatives for problems, communicate status updates, take appropriate action and proactively manage escalations through to resolution.
·         Proactively monitor support incidents within the region to prevent escalations by working with the support engineers and identifying early warning indicators.
·         Play a major role in prevention, identification and resolution of customer complaints.
·         Effectively communicate at differing technical levels with customers and internal employees to drive progress and resolution.
·         Advocate internally for progress on the customer's key issues by working with support specialists, development and/or product management.

Senior System Engineer (m/f) Job Requirements

Qualifications/Skills Required:
 
·         HBO or BSc/BEng or higher degree in Computer Science/Engineering, Software/Telecommunications engineering or relevant field.
·         Solid experience in IT/Computing/Software Engineering.
·         Strong knowledge in at least one the skills areas delineated.
·         Must have valid permit to work in Netherlands or be an EU citizen.
·         Fluency in English and Dutch is a requirement.
·         Must be a great communicator and an outstanding team player.
·         Must have a high degree of analytical ability along with being accurate, consistent, and detail oriented.
·         Must be able to multi-task, and work successfully on simultaneous projects/issues/tasks.
·         Must demonstrate initiative and good judgment in technical matters.
·         Must be able to handle pressure and work under critical situations.
 
 
Work Context:
 
·         Location: Amsterdam, Netherlands
·         Travel: Less than 35% of time within EMEA locations, specifically BENELUX and UK HQ upon being fully trained.
·         Status: full time, permanent

Senior System Engineer (m/f) Application Information

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Senior System Engineer (m/f) Summary

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