Lead Consultant

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity: #LI-Remote

Our Consultants implement the OpenText Work Force Optimization product suites (Qfiniti and Explore) in Contact Center environments.  Deployments involve working closely with Contact Center Managers, System Administrators, IT, and stakeholders to design and deploy our product suite in a manner that integrates the solution seamlessly into the customer’s environment, allowing them to fully realize the benefits of product capabilities and return on their investment.

The Lead Consultant in Professional Services are specialized engineers or information technology professionals that own or contribute to the design, development, implementation, and support of customized systems solution for a client.  Incumbents may combine OpenText products with those of third-party companies in the solution development process.  Specific responsibilities include solution design and implementation activities including initial installation/programming, implementation, customization, integration, customer orientation, documentation, and support/modification after implementation.  

Qualified candidates will have a programming/development education/certifications and experience designing, developing, and implementing solutions that combine database queries, product API tools, scripting, and automation strategies to solve specific business needs/issues.  Experience with computer/telephony integrations or a background in WorkForce Optimization and similar Contact Center products and services is a plus.

Required Skills
•    The ability to work closely with customers to assess business needs and identify value adds around workforce optimization and apply them to product capabilities to design and implement solutions using OT Qfiniti and Explore product suites and API tool sets.
•    The ability to perform assessment and discovery needed to develop estimate of effort based on high-level requirements
•    Learn and utilize the OT engagement methodology to support successful, consistent, and high-quality implementations of standard and custom solutions
•    Position requires excellent communication skills and ability to develop professional relationships with customers and team members
•    Ability to coach, counsel, train, mentor, and consult with customers on product usage and apply product integration and customization capabilities to business needs
•    Able to work independently on designing, developing, and documenting solutions based on a strict set of requirements, and set schedule quickly and efficiently
•    Track and enter time spent on solution design, development, implementation, testing, and support for billing purposes
•    Able to develop professional documentation that customers will reference for custom application use, management, and support.

Required Experience
•    Troubleshooting, Testing and Investigation Work.
•    Experience in backend programming, automation architecture, desktop application and web development preferably in C#.
•    Experience with Relational Database, SQL Scripting (SQL Server, Oracle), and accessing/updating data from external applications.
•    Experience developing applications using SOAP-XML and Rest-JSON APIs
•    Using API development/documentation tools such as Swagger or OpenAPI 
•    Familiar with C#, SQL-Server, SSRS, Window Services, Power Script, XSLT, XML, JSON, .NET Framework and Core, HTML and Javascript, 
•    Nice to know Java/J2EE, CGI, Python, NodeJs, Tomcat/TomEE, Wildfly
•    Experience using source control and project collaboration tools (TFS, GIT, JIRA)
•    The ability to document tools and code for others to know the (Who, What, Where, When, Why and How) of that application.

Value-Added Experience 
•    Experience implementing CTI solutions in the Contact Center environment 
•    Experience with phone system technology/terminology and products common in small, medium, and large Contact Centers (Cisco CCM, Avaya, etc…).  
•    Understanding of how third-party products integrate with phone systems for call monitoring/recording and call data capture.
•    Experience installing enterprise-class applications on Windows-based servers
•    Experience working with both premise-based and cloud-based servers (AWS and Microsoft Azure)

Relevant Background:
•    B.S. in Computer Science or equivalent
•    Minimum of 5 years of technical consulting, enterprise-class software implementations, customer management, and project leadership experience 
•    Minimum of 5 years in developing web applications and/or product integration solutions 

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.