Customer Integration Manager

CallMiner is a proud provider of market leading cloud-based conversational analytics solutions for improving agent performance across contact channels. With over 10 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.

CallMiner strives to maintain an organizational agility that allows us to adapt to the ever-changing needs of the market. Over 300 customer requested features have been implemented into our products and our software services team brings extensive product knowledge and years of hands-on best-practice expertise to each customer engagement.

The CallMiner multi-channel speech analytics platform is agnostic to the source system that captures data, supporting integration with all market leading call recorder, chat, and email systems and popular social networking sites.

CallMiner is a privately held company with offices in Waltham, MA, Fort Myers, FL, and the United Kingdom. We serve clients in a wide variety of industries: financial services, utilities & energy, manufacturing, government, communications, fulfillment & performance marketing, and travel & hospitality.

Primary responsibilities include:

 Install and integrate CallMiner Products in hosted or premise environments

 Design and implement solutions to meet customer needs

 Make recommendations on improvements to deployment processes 

 Provide feedback to the Product team from the field

 Support clients thru internal ticketing system

 Excellent communication skills to internal and external clients

Qualifications:

 Minimum Bachelor’s Degree in Computer Science, Network Engineering, Information Technology, or proven equivalent experience

 At least 3-5 years of experience in the Technology industry, preferably in an IT or deployment position

 Expertise in troubleshooting and solving complex problems

 Excellent organizational, time management, written and verbal communication skills

 Good work ethic, self-motivated and able to put in extra effort when needed

 Experience with enterprise software installation and support

Skills:

 Windows Server 2008 and 2012 OS installation, customization, configuration and troubleshooting

 Internet Information Services configuration and troubleshooting

 Understanding of Windows domain security and authentication (Kerberos Delegation knowledge is a plus)

 Microsoft SQL Server 2008 and 2012 administration and usage, including queries, stored procedures, and SQL jobs. Database optimization skills a plus.

 Knowledge of networking, including gateways, firewalls, and routers, and how to troubleshoot connectivity problems

 Experience with PowerShell or other scripting languages

 Excellent communication skills to internal and external clients.

 Experience with IIS

Plus:

 Advanced knowledge of PC architecture including specification, installation, configuration, and support of both x86-based and x64-based hardware.

 Experience with Telco, VOIP, and recording systems.

 Server hardware knowledge and troubleshooting skills, including RAID configurations and general knowledge of system redundancy and failover architectures

 Experience with VMWare implementation and management

 Experience with MongoDB