Responsibilities
- Serve as the main technical contact for successful customer solution deployment.
- Travel to customer locations to perform installations, system commissioning, upgrades, and live cutover support.
- Conduct remote deployments of application software.
- Verify technical accuracy of customer orders prior to deployment.
- Acquire required software and review supporting documentation before site visits.
- Collaborate with project managers and clients to confirm site readiness and fulfillment of technical prerequisites.
- Configure commercial off-the-shelf (COTS) and proprietary servers, including virtualization platform setup.
- Install hardware components such as network interface cards, memory modules, and circuit boards.
- Deploy and load required software onto designated equipment.
- Apply Windows system updates and service packs.
- Install and configure anti-virus and cybersecurity software.
- Set up telephony integration tools and related components.
- Deploy recording and monitoring applications.
- Connect deployed systems to the client’s network infrastructure.
- Integrate systems with the customer's telephony environment.
- Implement computer telephony integration (CTI) software.
- Install and troubleshoot cable taps, only with customer participation.
- Execute full deployment of integrated software and hardware within client networks, PBX, and CTI systems.
- Diagnose and resolve technical issues, maintaining accountability for escalated cases in coordination with support teams.
- Manage customer expectations and relationships throughout each implementation phase.
- Maintain clear communication and issue resolution during deployments.
- Provide updates sensitive to customer needs and internal stakeholders.
- Deliver regular progress reports during implementation cycles.
- Coordinate activities closely with the project management team.
- Document outstanding action items for both the vendor and client.
Requirements
- Minimum of three years of hands-on implementation experience with a focus on high-quality customer service.
- Direct client-facing experience in a vendor or consulting capacity.
- Field experience across diverse customer environments, not limited to internal IT support roles.
- Proven background in telephony systems, hardware, and database technologies.
- Strong proficiency with PCs, Microsoft operating systems, and networking; MCP certification or higher is preferred.
- Practical hardware skills including component installation, cabling, configuration, and familiarity with CPU architecture; HP Server Certification is a plus.
- Familiarity with CTI and call detail recording (CDR); strong VoIP experience is highly desirable.
- Proficiency in SQL installation and scripting is required.
Nice to Have
- Bachelor's or associate degree in Computer Science, Electrical Engineering, or a related technical field; alternatively, 10+ years of demonstrable experience or apprenticeship in telephony systems.
- Security+ certification is a plus.
- CompTIA A+ certification preferred.
- Professional network certification is advantageous.
- HP product certification is preferred.
- MCSE certification is desirable.
- Microsoft Certified Professional (MCP) status is a plus.
- Experience with MSSQL and MySQL databases.
- Certifications in Cisco, Citrix, or telephony-related products are welcomed.
- Prior experience in public safety environments is strongly preferred.
Responsibilities
- Serve as the main technical contact for successful customer solution deployment.
- Travel to customer locations to perform installations, system commissioning, upgrades, and live cutover support.
- Conduct remote deployments of application software.
- Verify technical accuracy of customer orders prior to deployment.
- Acquire required software and review supporting documentation before site visits.
- Collaborate with project managers and clients to confirm site readiness and fulfillment of technical prerequisites.
- Configure commercial off-the-shelf (COTS) and proprietary servers, including virtualization platform setup.
- Install hardware components such as network interface cards, memory modules, and circuit boards.
- Deploy and load required software onto designated equipment.
- Apply Windows system updates and service packs.
- Install and configure anti-virus and cybersecurity software.
- Set up telephony integration tools and related components.
- Deploy recording and monitoring applications.
- Connect deployed systems to the client’s network infrastructure.
- Integrate systems with the customer's telephony environment.
- Implement computer telephony integration (CTI) software.
- Install and troubleshoot cable taps, only with customer participation.
- Execute full deployment of integrated software and hardware within client networks, PBX, and CTI systems.
- Diagnose and resolve technical issues, maintaining accountability for escalated cases in coordination with support teams.
- Manage customer expectations and relationships throughout each implementation phase.
- Maintain clear communication and issue resolution during deployments.
- Provide updates sensitive to customer needs and internal stakeholders.
- Deliver regular progress reports during implementation cycles.
- Coordinate activities closely with the project management team.
- Document outstanding action items for both the vendor and client.
Required
- Minimum of three years of hands-on implementation experience with a focus on high-quality customer service.
- Direct client-facing experience in a vendor or consulting capacity.
- Field experience across diverse customer environments, not limited to internal IT support roles.
- Proven background in telephony systems, hardware, and database technologies.
- Strong proficiency with PCs, Microsoft operating systems, and networking; MCP certification or higher is preferred.
- Practical hardware skills including component installation, cabling, configuration, and familiarity with CPU architecture; HP Server Certification is a plus.
- Familiarity with CTI and call detail recording (CDR); strong VoIP experience is highly desirable.
- Proficiency in SQL installation and scripting is required.
Preferred
- Bachelor's or associate degree in Computer Science, Electrical Engineering, or a related technical field; alternatively, 10+ years of demonstrable experience or apprenticeship in telephony systems.
- Security+ certification is a plus.
- CompTIA A+ certification preferred.
- Professional network certification is advantageous.
- HP product certification is preferred.
- MCSE certification is desirable.
- Microsoft Certified Professional (MCP) status is a plus.
- Experience with MSSQL and MySQL databases.
- Certifications in Cisco, Citrix, or telephony-related products are welcomed.
- Prior experience in public safety environments is strongly preferred.
