Support Engineer

Key Responsibilities 1. Implementation and Deployment: o Work closely with the principal sales, product, and engineering teams to provide feedback on client requirements to facilitate the system design. o Lead the deployment of contact centre and collaboration compliance and recording solutions for clients. o Collaborate with clients to understand their specific requirements and customise solutions accordingly. o Configure and integrate contact center and compliance recording systems with existing client infrastructure. o Ensure smooth and timely delivery of contact center and compliance recording projects. o Implement security measures to protect sensitive financial data and maintain compliance with laws and the clients’ organisational policies. 2. Technical Support: o Provide ongoing technical support to clients for both contact centre and collaboration compliance and recording solutions. o Troubleshoot and resolve issues related to contact centre and collaboration compliance and recording software and hardware. o Assist clients with system updates, upgrades, and maintenance activities. o Develop and maintain documentation for support processes and client configurations. o Monitor the performance of deployed contact center and compliance recording solutions to ensure optimal functionality. o Implement best practices for system optimisation and efficiency. o Communicate effectively with clients to keep them informed of system status, updates, and any issues that arise. 3. Client Training and Onboarding: o Conduct training sessions for clients on the use of contact centre and collaboration compliance and recording features and functionalities. o Create user guides, training materials, and support resources to assist clients in utilising both platforms effectively. o Support clients during the onboarding process to ensure a smooth transition to the contact centre and collaboration compliance and recording systems. Required Qualifications • Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. • Experience: o Proven experience with contact center and/or financial compliance recording solution implementation and support. o Experience with the implementation of industry standards and best practices for contact centre operations and collaboration compliance. o Experience in database management and Java-scripting. o Experience with cloud technologies and chatbot/voicebot deployment. • Technical Skills: o Strong understanding of contact centre technologies, financial compliance recording, and operations. o Proficiency in configuring and troubleshooting contact centre and compliance recording software and hardware. o Familiarity with network infrastructure, telephony systems, and financial compliance standards. o Familiarity with database management including MSSQL. o Familiarity with JavaScript or any other scripting languages for automation, custom development and integration. o Knowledge of cloud platforms (Azure, AWS etc.) and experience in deploying and managing cloud-based solutions (both private cloud and SaaS). o Experience in implementing and optimising chatbot and voicebot solutions is a plus. • Soft Skills: o Excellent problem-solving and analytical skills. o Strong customer service and communication skills. o Ability to work independently and as part of a team. o Detail-oriented with a focus on delivering high-quality results. Additional Requirements • Availability to work in a 24×7 rotational shift schedule, including weekends and holidays. • Willingness to participate in on-call rotation and occasional after-hours work. • Some travel may be required for training or on-site support.