Product Support Engineer II

SEI is seeking a Product Support Engineer that would own production support for one or more products or infrastructure components. You would work with senior production support staff on project management, implementations, change management process adherence, and troubleshooting. You will be a contact for many stakeholders including: business owner, development team, vendor, client relationship managers, end-users (market units, operational competencies, or SME’s) and the Information Technology Center (including Corporate IT).

What You Will Do

• Ownership of production environment for the purpose of ensuring product availability and stability
• Ensure product consistency within SEI technology standards
• Perform implementation activities such as client installs, product releases, product upgrades, new product installs, merger and acquisition activity
• Maintain/upgrade production and pre-production environments as needed
• Ensure production and pre-production environments follow industry best practices
• Production support of the environment (on hours and off hours)
• Participate and own documentation in the product lifecycle process.
• Manage multiple and concurrent projects while maintaining day to day activities
• Participate in communications via meetings and written communications.
• Participate in day to day issue management via Ticket request system
• Participation in Enterprise Change Management and Incident Management processes
• Ability to work with others in service management disciplines
• Reporting and analysis of service management performance
• On call duty (rotation), flexible working hours including weekends & holidays. Must be able to work a flexible schedule between in office and from home.
  
  

What We Need From You

• BA/BS degree or equivalent experience preferred
• A minimum of 3 years prior work experience working with an application development organization; must demonstrate experience supporting systems and projects from inception through implementation
• Develop detail level project documentation; project plans, implementation plans, and project test plans.
• Develop and implement procedures for ensuring ongoing operations and proactive maintenance of the software or technology.
• On-call duty (rotation), flexible working all hours including weekends
  
  

Technical Skills

• Strong understanding of SIP, RTP, and VoIP fundamentals
• Experience with codecs, QoS, and call quality troubleshooting
• Knowledge of PSTN connectivity models and number management
• Cisco Collaboration
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco gateways and CUBE
• Dial plans, route patterns, transformations, and calling search spaces
• Contact center knowledge (UCCX/Webex CC)
  
  

• Microsoft Collaboration
• Microsoft Teams Phone
• Teams Admin Center
• Calling policies, voice routing policies, and user provisioning
• Operator Connect and/or Direct Routing
• Teams room devices
  

What We Would Like From You

• Excellent oral and written communication skills are a critical requirement
• A team player and self-starter
• Requires little oversight in day to day functions
• An interest in process improvement, knowledge sharing and documentation
• Ability to be flexible to help achieve all team project goals
• Self-motivated with an ability to work well within multiple teams
• Goal oriented with an ability to complete tasks on time and within budget
• Ability to manage time and prioritize work depending on changing factors of projects and daily tasks
  
  

This team follows a hybrid schedule and work 3 days in the office.

SEI’s Competitive Advantage

To help you stay energized, engaged and inspired, we offer a wide range of benefits including comprehensive care for your physical and mental well-being, a strong retirement plan, tuition reimbursement, a hybrid working environment for most roles, support for working parents and flexible Paid Time Off (PTO) so you can relax, recharge and be there for the people you care about.

Benefits include healthcare (medical, dental, vision, prescription, wellness, EAP, FSA), life and disability insurance (premiums paid for base coverage), 401(k) match, education assistance, commuter benefits, up to 11 paid holidays/year, 21 days PTO/year pro-rated for new hires which increases over time, paid parental leave, back-up childcare arrangements, paid volunteer days, a discounted stock purchase plan, investment options, access to thriving employee networks and more.

We are a technology and asset management company delivering on our promise of building brave futures (SM)—for our clients, our communities, and ourselves. Come build your brave future at SEI.

SEI is an Equal Opportunity Employer and so much more…

After over 50 years in business, SEI remains a leading global provider of investment processing, investment management, and investment operations solutions. Reflecting our experience within financial services and financial technology our offices encompass an open floor plan and numerous art installations designed to encourage innovation and creativity in our workforce. We recognize that our people are our most valuable asset and that a healthy, happy, and motivated workforce is key to our continued growth. At SEI, we’re (literally) invested in your success. We offer our employees paid parental leave, back-up childcare arrangements, paid volunteer days, education assistance and access to thriving employee networks.

SEI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.

AI Acceptable Use In The Application And Interview Process

SEI acknowledges the growing integration of artificial intelligence (AI) tools into individuals’ personal and professional lives. If you intend to incorporate the use of any AI tools at any stage of the application and/or interview process, please ensure you have reviewed and adhere to our AI use guidelines.