eMite Careers

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Prophecy International is an Australian-based multinational that develops software used by large and complex organizations worldwide. We design and develop software and bring it to the world through our global business partner channel in each of our territories – America, Europe, Middle East, Africa, and Asia/Pacific.

Our software solutions include eMite and Snare.

  • eMite is a cloud-based data analytics and Business Intelligence platform which provides contact centre analytics, data visualization, and data correlation solutions to over 200 customers worldwide
  • The Snare suite of security and compliance products range from small footprint, highly effective device and network logging and log-management tools through to advanced IT infrastructure threat protection solutions

We are looking for a dedicated, ambitious, and self-driven Technical Account Manager to join our growing North American team.

As a Technical Account Manager, you will work closely with our customers, build relationships with them, and help them achieve their technical goals and overcome technical challenges.

To be successful in this role, you should have excellent technical skills and knowledge, as well as sales ability and interpersonal skills. Ultimately, a good technical account manager is tech-savvy, analytical, and well organized.

What you will do:

· Assist customers’ technical requests and manage any technical escalations
· Build strong customer relationships, especially with key customer stakeholders and sponsors
· Manage customer expectations and ensure customer satisfaction
· Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements
· Keep track of key account metrics
· Communicate the progress to both internal and external stakeholders
· Take initiatives in identifying growth opportunities within accounts
· Offer a solid expertise and understanding around the eMite solution

You might be a good fit if:

· You have 3+ years’ experience as a Technical Account Management or other relevant experience.
·You have sales and support experience with enterprise BI and data analytics software solutions.
· You have excellent interpersonal and relationship building skills and a demonstrable ability to work with enterprise organizations.
· You have excellent written and oral communication skills.
· You have solid organizational skills, including strong multitasking and time-management skills.
· You have good critical thinking and problem-solving skills.
· Like a fast-paced environment.

Bonus points if you have:

· Familiarity with Call Centre and data analytics software (e.g., Genesys, Amazon Connect, Avaya, eMite, Tableau, PowerBI, etc)
· Hands-on experience with Microsoft SQL Server, SQL Scripting, Programing, Data warehousing, IT networking and infrastructure
· Exposure to Cloud Computing platforms and technologies, i.e., Amazon Web Services, Oracle Cloud
· Security knowledge as it relates to enterprise application deployment and regulatory requirements (PCI, GDPR, etc…)
· Application / Web Development experience

The successful applicant will be a clear, logical thinker with proven experience and a natural ability to communicate and develop relationships with colleagues and, of course, our customers.

This is an outstanding opportunity to work for a leading global software provider, supporting quality solutions for our North American customers.

Employment Type
Full time

Location
Working from home office or agreed office location with senior management

Salary Range
Commensurate with experience

Travel
Some occasional travel

Send your CV and cover letter to careers@prophecyinternational.com.

Post-Sales Solutions Consultant North America

Prophecy International is an Australian-based multinational that develops software used by large and complex organizations worldwide. We design and develop software and bring it to the world through our global business partner channel in each of our territories – America, Europe, Middle East, Africa and Asia/Pacific. Our software solutions include eMite and Snare.

  • eMite is a cloud-based data analytics platform which provides contact center analytics, data visualization, and data correlation solutions to over 200 customers worldwide
  • The Snare suite of security and compliance products range from small footprint, highly effective device and network logging and log-management tools through to advanced IT infrastructure threat protection solutions

We are looking for a US-based Post-sales Solutions Consultant to join our North American Customer Operations team.  

Your primary objective is to be the technical lead throughout post-sales eMite engagements in North America, capturing customer requirements and architecting analytics solutions to solve their business problems.

To be successful in this role, you must have excellent time management and communication skills, as you will collaborate with customers and internal teams to deliver results within tight deadlines.

What you will do: 

  • Develop and architect multifaceted analytics solutions through eMite’s consultative process
  • Lead requirements gathering workshops, specifically around reporting and analytics
  • Capture customer requirements and draft Statements of Work (SOWs)
  • Consult on Business Intelligence, Data Analytics and Customer Experience best practices
  • Continually develop your knowledge around technical advancements within these industries
  • Offer a solid expertise and understanding around the eMite solution

You might be a good fit if: 

  • You have 3+ years’ experience as a Post-Sales Solutions Consultant, or in a similar role (Implementation Engineer, Technical Consultant, etc)
  • You have experience delivering enterprise software solutions
  • You have excellent interpersonal skill and a demonstrable ability to work with enterprise organisations and build client relationships
  • You have excellent written and oral communication skills
  • You are able to prepare and interpret business requirements and translate them into technical deliverables
  • You have solid organizational skills, including strong multitasking and time-management skills

Bonus points if you have: 

  • Familiarity with Call Centre and data analytics software (e.g. Genesys, Amazon Connect, Avaya, eMite, Tableau, PowerBI, etc)
  • Hands-on experience with Microsoft SQL Server, SQL Scripting, Programing, Data warehousing, IT networking and infrastructure
  • Exposure to Cloud Computing platforms and technologies, i.e. Amazon Web Services, Oracle Cloud
  • Security knowledge as it relates to enterprise application deployment and regulatory requirements (PCI, GDPR, etc…)
  • Application / Web Development experience

The successful applicant will be a clear, logical thinker with proven experience and a natural ability to communicate and develop relationships with colleagues and, of course, our customers.

This is an outstanding opportunity to work for a leading global software provider, delivering quality solutions to our North American customers.

Employment Type
Full time

Location
Working from home office or agreed office location with senior management

Salary
Commensurate with experience

Travel
Some occasional travel

Send your CV and cover letter to careers@prophecyinternational.com.

Prophecy International is an Australian-based multinational that develops software used by large and complex organizations worldwide. We design and develop software and bring it to the world through our global business partner channel in each of our territories – America, Europe, Middle East, Africa and Asia/Pacific. Our software solutions include eMite and Snare.

  • eMite is a cloud-based data analytics platform which provides contact center analytics, data visualization, and data correlation solutions to over 200 customers worldwide
  • The Snare suite of security and compliance products range from small footprint, highly effective device and network logging and log-management tools through to advanced IT infrastructure threat protection solutions

We are looking for a Technical Support Consultant to join our growing North American team.

This is a hands-on technical role, where you will work closely with our Level 2 & 3 senior teams to deliver support and consulting services for our customers in North America.

To be successful in this role, you should have excellent technical knowledge and problem-solving skills. Ultimately, we are looking for someone who is unrelentingly passionate about customer service and support.

What you will do:

· Assist with customers’ technical support requests

· Manage customer expectations and ensure customer satisfaction

· Communicate the status of cases to both internal and external stakeholders

· Provide comprehensive and thorough case documentation

· Operate within established SLAs and operational guidelines

· Work with clients and their respective Account Managers to endorse the sale of Professional Services

· Offer a solid expertise and understanding around the eMite and Snare solution sets

You might be a good fit if:

· You have 3+ years’ experience as a Technical Support Consultant or other relevant experience.

· You have technical support experience with enterprise software solutions

· You have excellent interpersonal skills and a demonstrable ability to work with enterprise organisations and build client relationships

· You have excellent written and oral communication skills

· You have solid organizational skills, including strong multitasking and time-management skills

· You have good critical thinking and problem-solving skills.

Bonus points if you have:

· Familiarity with Call Centre and data analytics software (e.g. Genesys, Amazon Connect, Avaya, eMite, Tableau, PowerBI, etc)

· Hands-on experience with Microsoft SQL Server, SQL Scripting, Data warehousing

· Security knowledge as it relates to enterprise application deployment and regulatory requirements (PCI, GDPR, etc…)

· Application / Web Development experience

· Networking experience (firewalls, protocols, TLS, HTTPS, certificates/PKI)

· Experience with Shell scripting, kernel, process management, debugging and log files

· Experience with AWS/Oracle IaaS and ElasticSearch experience

· Experience with Windows, Ubuntu and Red Hat Enterprise Linux OS’s, commands and diagnostic tools

· Experience with modern web technologies (i.e. JSON, XML, HTML5, REST API’s)

The successful applicant will be a clear, logical thinker with proven experience and a natural ability to communicate and develop relationships with colleagues and, of course, our customers.

This is an outstanding opportunity to work for a leading global software provider, supporting quality solutions for our North American customers.

Employment Type

Full time

Location

Working from home office or agreed office location with senior management

Salary

Commensurate with experience

Travel

Some occasional travel

Send your CV and cover letter to careers@prophecyinternational.com.