Implementation Engineer

ROLE: Implementation Engineer
LOCATION: India (Remote)

Alvaria CX, the global leader in contact center solutions, emerged from the 2021 merger of Noble Systems and Aspect, bringing over 50 years of CX innovation. Serving 2 million daily users across 83 countries, Alvaria sets the standard in compliance and AI-driven technology. Our solutions offer enterprise-level customization, regulatory adherence, and seamless AI integration to optimize workflows and protect brands. Trusted by leading global financial institutions and top-tier organizations, Alvaria delivers unparalleled excellence across the Banking, Financial Services, Healthcare, Insurance, and Telecommunications/Media sectors. #ReachOutRight and discover how Alvaria can help you connect with the right customers, the right way - every time.

We are a forward-thinking technology company dedicated to innovation and excellence in software development. Our mission is to empower businesses through cutting-edge solutions and a collaborative culture that values diversity and creativity.

GENERAL SCOPE & SUMMARY

• Responsible for installing, configuring, testing and verifying the Motivate solution.
• Serves as a consultant for practical use of the Motivate solution for customers and APS.
• Serves as the Gamification Success Director customer-facing consultant role.

PRIMARY ROLE & RESPONSIBILITIES

• Perform Motivate software installation, configurations and upgrades.
• Work with Project Management and Team Lead to complete necessary documentation throughout the life of the project including, but not limited to, Checklists, Sign Offs, Tickets, etc.
• Implement the purchased Alvaria Solution as documented in the RDD while notifying Project Management and Team Lead of any customer requested deviations from scope.
• Ensure the implementation remains on track and potential slips in the schedule are communicated to the Project Manager, Team Lead and/or APS leadership.
• Provide daily updates to Project Management and Team Lead through tickets, conference calls, emails and/or any other defined means.
• Provide support services to internal and external customers as needed.
• Maintain a professional image and demonstrate a willingness to contribute at all levels.
• Possess ability to work through issues and bring projects to completion; perform complex research, analysis, and troubleshooting; and resolve critical problems over sustained time durations in a logical manner.
• Complete all required Technical Training courses and continual education on new products and features through Alvaria Learning Management System.
• Ability to test functionality and new software features and provide feedback to R&D on practical use of Alvaria technology.
• Collaborate on documenting implementation procedures for all products and features.
• Required to complete all required Technical Training courses and continual education on new products and features.
• Required to complete all required departmental policy and procedure education courses and testing.
• Provide adhoc Motivate training to customers and APS resources as required.
• Willing to work outside of Standard Business Hours when necessary.
• Daily time tracking for Internal and External Projects.
• Able to travel up to 25% of the time.

SPECIALIZED KNOWLEDGE & SKILLS

• Strong written and oral communication skills in order to communicate issues or updates to the Customer while onsite or working remotely as necessary.
• Demonstrated competency in decision-making and problem solving.
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance all relationships.
• Capability to work on complex problems where analysis of situations or data is required.
• Must be able to work independently and/or part of a wider project team.
• Apply specialized knowledge of Contact Center environment to define plans, solutions and documentation for Motivate.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree or University Program Certificate in Engineering or Computer Science, one to three years related experience or training, or an equivalent combination of education and experience.
• Experience with Linux platforms preferred.
• Understanding of SQL preferred.
• Experience with game mechanics and theory preferred.
• Experience with Call Centers a plus.

We are committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.