Business Application Engineer

Description:

Business Application Engineer Definition of Role:

The primary role of the Business Application Engineer (BAE) is to provide Symon Solutions implementation services, integration development, and associated contact center consulting. Given the nature of the job, the BAE must be able to work both independently as well as cooperatively with other team members. The successful BAE will quickly inspire the customer’s confidence in Symon services and solutions through his/her product knowledge, applications expertise, creativity, integrity, responsiveness, and effective communication.

Duties:

The individual responsibilities are as follows:

• Acting in both operational and technical development assignments within multiple engagements and sometimes within the same engagement. Act as a full-time member of the engagement team but may be required to work on multiple teams in varying capacities including call center consultant or project manager on different engagements.
• Lead major portions of large or medium engagements, and lead small engagements autonomously.
• Serving as a consultant for systems integration activities to include utilizing and continuing to grow your expertise in contact center management reporting, human performance metrics and communication.
• Acting as a specialized consultant to customers in application discoveries, and solution design responsible for the creation of a final application functional requirements definition.
• Respond to customer's request for remote or on-site applications support, including such projects as database design and reporting, data modeling, implementation of new features, system upgrades or migrations, implementation of real-time and historical reporting, or third-party applications.
• Recognize opportunities for Symon to expand its presence in the customer's contact center and communicate sales leads to the appropriate account management.
• Performance of all duties to maximize revenue and profit growth of business. This includes the assumption of individual responsibility for generating client-billable activities and achieving a utilization level of 70%. This is measured on a quarterly basis against approximately 520 hours per quarter.
• Continually grow your personal "billability" by increasing your skills, knowledge and ability in leading edge technologies consistent with our business focus.
• Assisting in the recruitment of a highly driven and enthusiastic engineering team that can create "integration value" for our customers through total commitment to customer satisfaction and high quality, innovative solutions.
• Ensure the highest level of customer satisfaction is met at all times through prompt, thorough and professional (internal and external) customer assistance, and serving as an example and mentor for new members of the team.
• Travel with the Symon Professional Services organization can be extensive and frequently exceeds 50-80%. There may be the rare occurrence of weekend commitments
• Lead and direct the customer's on-site database implementation activities with the goal of maximizing the customer's learning and ownership of the various tasks.
• Actively manage one's own professional and technical development in conjunction with management to ensure optimal positioning for success in the job.
• Virtually any other task that may be necessary to create an outstanding environment for the growth of a value-driven company.
• Manage expenses conscientiously to help maximize Symon's profitability. Competencies Required The BAE must be able to achieve a high level of customer satisfaction and added value services through their participation in the Symon engagements.

Qualifications:

The following competencies are required of such an individual:

• Comprehensive knowledge of the Contact Center operations and supporting technology - Common ACD Systems (Aspect, Avaya, Nortel, and Rockwell), IVRs, Workforce Management Systems, Quality Monitoring systems, CTI, etc.
• Comprehensive knowledge of database systems all user interfaces to the ACD System and MIS products
• PC literacy, with high level of proficiency in Windows operating systems and Microsoft Office applications.
• Two to five years experience performing in numerous successful and referenceable client solutions required, large clients preferred.
• Knowledge of VisualBasic, C, C++, or C#.
• Experience with web development tools such as Frontpage or Dreamweaver.
• Knowledge of HTML, XML, ASP, PHP, IIS, and general web development is a plus.
• Experience with Web Services, SOAP, J2EE, .Net is a plus.
• Experience with all Microsoft OS packages is required.
• Desire to learn continuously
• Ability to absorb and apply copious amounts of technical information
• Ability to provide effective instruction to adult, professional students
• Ability to establish quickly a strong rapport with others
• Ability to work effectively as a team member, taking direction when necessary
• Ability to manage others in the context of deadlines and competing demands
• Ability to communicate effectively, using strong active listening skills to maximize understanding of different customer environments
• Ability to use information effectively and apply good judgment in solving problems
• Willingness to keep management appraised of potential areas of concern, escalating when necessary
• Ability to complete administrative tasks consistently and on time
• Flexibility and willingness to help others as needed.
• Ability and willingness to travel extensively and work a very non-traditional schedule Qualifications BA or BS degree, and/or 3 years related experience in the application design of call center applications. All of the above competencies are essential. A strong technical aptitude is essential, and familiarity with client/server applications and relational databases is highly required.