Poole 08 February 2021

Professional Services Consultant

Deploy, configure and commission Netcall’s Liberty suite of applications to end user customers on time, on budget to a high standard.

Responsible for the deployment, configuration, and commissioning of Netcall’s Liberty suite of applications to end user customers, ensuring projects are completed to a high standard, on time and within budget.

Key results areas:

  • The deployment, commissioning, configuration and customer sign off for Liberty applications within assigned projects
  • Ability to multi task and manage a number of concurrent project deliveries
  • Able to provide technical support to clients during the implementation phase of the project
  • Capability to become a subject matter expert in designated Liberty products and services
  • Preparation of well presented, clear, accurate project and technical documentation
  • Able to support and recommend improvements around delivery methodology and process
  • Able to provide training to clients’ technical staff/end users on occasion
  • Identification and resolution of issues related to the implementation of Netcall’s Liberty software and services
  • Able to make considered recommendations to the wider delivery team to ensure project success
  • Provide highly responsive customer service to maintain high levels of customer confidence and overall satisfaction throughout the delivery cycle
  • Ensure a professional standard of regular written and verbal communication with customers, colleagues and third parties as appropriate
  • Write technical specifications including use cases, process flow diagrams and testing requirements where necessary as part of a wider project delivery
  • Collaborate with engineering and development teams to improve implementation and configuration of Netcall’s professional service processes
  • Contribute to best practice through engineering, recording and documenting solutions to common and difficult problems
  • Use the appropriate escalation routes if committed delivery dates are at risk
  • Collaborate closely with the wider delivery team to ensure all aspects of governance are covered.

Essential skills:

  • An understanding of how to use and maintain web services, web user interfaces and web- based applications.
  • Good understanding of web technologies, using MS IIS, Oracle Weblogic and Apache Tomcat
  • Understanding of SSL certificates and protocols
  • Good understanding of relational database theory, including data normalisation
  • Strong SQL skills, able to write efficient queries using MS SQL Server or Oracle SQL Developer (preferably both)
  • Able to use different remote access tools, VPNs, Citrix etc. to connect to customer environments
  • Knowledge of structured file formats such as CSV, XML, JSON and ability to understand new formats and protocols (such as HL7) from studying specifications and analysis of actual data.
  • Able to learn/use different tools and languages for processing files including Linux utilities, Vi, SED, Python, Javascript, Groovyscript, VB Script
  • Good knowledge of Microsoft Office tools, especially Excel for parsing data
  • Able to demonstrate an understanding of regular expressions for validating data
  • Proven ability and confident in talking to customers and understanding their requirements
  • Ability to take requirements and produce structured and detailed specifications for work, written clearly so they can be followed by non-technical readers
  • Working knowledge of the processes involved in software development and delivery of professional services – ITIL based
  • Good understanding of GDPR requirements for handling sensitive personal data

Advantageous skills:

  • Installation/configuration/support of Computer Networking, SAAS in Unified Communications environments e.g. software applications, server/Cloud based products with Microsoft Operating Systems, voice technologies, e.g. DPNSS / QSIG and/or SIP telephony knowledge, database (MySQL).
  • Practical experience of operating/administering Netcall Liberty Converse (formerly Contact Portal, 59R)
  • ITIL Service Operations

Desirable to know:

  • Knowledge of HL7 protocols would be a benefit
  • Understanding of Active Directory architecture and Windows security including Windows ws Firewall and Group Policy functions
  • Previous experience working in an Agile driven software delivery environment

Able to:

  • Work in a technical customer facing role
  • Operate as a flexible, positive, self-motivated and a diligent hard-working team player with a ‘Can- Do’ attitude
  • Prioritise workload, demonstrating good organisational and administrative skills
  • Show a methodical approach to work by developing, documenting and following procedures and seeing tasks through to completion
  • Work effectively and efficiently remotely with minimal supervision

For a full job description or to apply for this role, email your CV to us today.