1. Description
The Interactive IntelligenceSeniorPrincipal Engineerisresponsible forbeingthe go-topersonfor
theirskill/areaof the productinorder to provide guidance forSystem EngineersandPrincipal
Engineersalongwithbeingthe technical expertfortheirareawithinthe organization. Thisis
accomplishedviapersonalinteraction,conference calls,training,customer/partnerpresentations,
and otherformsof communication.
Major Responsibilities/Activities
• Leadsa teamof skilledengineersinordertodeliverquickandaccurate resolutionof
customerissuesbyprovidingtechnical guidance.
• Manages escalatedsupportincidentstoensure theyare movinginthe correctdirectionand
receive the necessaryattentionbycoordinatingwithCaaSSupportEngineers,management,
development,andthe customer.
• Providestechnical assistance andproductspecificfamiliaritytohelpbridge knowledge gaps
and ensure successbyreviewingdesigndocumentation,providingconsulting,participating
inconference calls,andansweringquestions.
• MentorsPrincipal EngineersandSystemEngineersingrowingknowledge intheirskill areas
and honingtheircommunicationandpresentationabilities
• Enablesotherstobuildtheirproductknowledge inordertoproactivelypreventissuesand
become more self-sufficientbycreatingknowledge base articles,webinars,presentations,
and maintaining&enhancinganexternal SharePointsite.
• Developsandperformstrainingfornew employeesaswell asongoingtrainingforexisting
employeestoprepare themforthe future bycreatingtrainingmaterial,lecturing,leading
labs,and performingassessments.
• Assistsinproductimprovementbyworkingwithproductmanagementanddevelopmentto
identifyingsoftware bugsanddesirable enhancementsthatwillproduce abetterproduct.
• Presentsskill areainformationatInteractiveIntelligence UserandPartnerConferencesto
expandtheirknowledgethroughinteractive sessions
MinimumRequirements
• Bachelor’sdegree orequivalentinworkexperience
• 4+ yearsof engineerexperience supportingInteractiveIntelligence products
• 2+ yearsof experience providingTechnical ManagementtoaRegional SupportTeam
• Writtenandverbal communicationskills
• Customerservice skills
• MicrosoftOffice skills(e.g.Word,Excel,PowerPointandOutlook)
• Knowledgeof Voice overIP(VoIP),telephony,andrelatedtechnicalterminology
• Knowledgeandexperience withInteractive Intelligence ProductSuite
• Complex problem-solvingandanalytical skills
• Abilitytopresentcomplex informationinaclear,concise manner
• Abilitytoworkina team environment
• Abilitytomulti-task,prioritizeandbe detail-oriented
• Abilitytotake initiative andbe proactive
Work Context
• Occasionallytravelstocustomerandbusinesssites,includinginternational locations
• Available after-hoursforemergencysituations
• Legallyeligible toworkinthe UK.