Job Summary
We are looking for a Software System Engineer to support the implementation, installation, configuration, and ongoing support of the novomind iAGENT omnichannel customer service platform.
The role involves working closely with project managers, solution architects, developers, and customer IT teams to deliver/Install stable, secure, and high-quality deployments for enterprise and government customers.
The ideal candidate has strong system engineering fundamentals, experience with DataBase, Webservices, Linux-based environments, and a solid understanding of enterprise software deployments and customer-facing support.
Key Responsibilities
Implementation & Deployment
- Install, configure, and deploy novomind iAGENT components in on-premises, private cloud, or hybrid environments.
- Support system setup including application servers, databases, integrations, and related middleware.
- Assist in configuring omnichannel components (chat, voice, messaging, email, integrations).
- Support deployment in containerized environments (Docker / Kubernetes where applicable).
- Perform system upgrades, patches, and version migrations.
Integration & Configuration
- Support integrations with third-party systems such as CRM, ERP, identity systems, and messaging platforms.
- Configure workflows, routing rules, user roles, and system parameters based on project requirements.
- Assist in testing integrations, system performance, and stability before go-live.
Support & Operations
- Provide 2nd-level and 3rd-level technical support for production systems.
- Troubleshoot application, system, and integration issues and work closely with development teams when needed.
- Analyze logs, monitor system health, and proactively identify potential issues.
- Support SLA-based environments, including incident handling and root cause analysis.
Documentation & Knowledge Transfer
- Prepare technical documentation, installation guides, and operational handover documents.
- Support customer IT teams during knowledge transfer and acceptance phases.
- Document configurations, customizations, and known issues.
Collaboration
- Work closely with project managers, solution architects, developers, and QA teams.
- Coordinate with customer IT teams during implementation, testing, and go-live phases.
- Support pre-sales or solution workshops when needed (technical input only).
Required Skills & Qualifications
Technical Skills
- Strong experience with Windows/Linux-based systems, DB, Webservices and JDK (installation, configuration, troubleshooting).
- Good understanding of enterprise software deployments.
- Experience with application servers, databases, and web services (REST APIs).
- Familiarity with Docker and containerized environments is a strong plus.
- Basic understanding of networking concepts (ports, firewalls, load balancing).
- Experience supporting production systems in SLA-driven environments.
Nice to Have
- Experience with contact center platforms, omnichannel systems, or customer service solutions.
- Knowledge of Kubernetes, Helm, or cloud platforms (Azure / AWS / Private Cloud).
- Exposure to voice, messaging, or digital channels (WhatsApp, chat, email).
- Scripting skills (Bash, Python, etc.) for automation and troubleshooting.
Soft Skills
- Strong problem-solving and analytical skills.
- Ability to work under pressure in live production environments.
- Clear communication skills with both technical and non-technical stakeholders.
- Customer-oriented mindset with attention to quality and stability.
Education & Experience
- Bachelor's degree in computer science, Software Engineering, Information Technology, or related field.
- 25 years of experience in system engineering, software implementation, or technical support roles.
Company Description
Founded in Hamburg, Germany in 1999, novomind AG is a leading European technology innovator specializing in digital communication and customer service solutions. We deliver stable, secure, and highly customizable platforms that help organizations transform how they engage with customers.
novomind MEA, the regional arm of novomind AG, brings German engineering excellence to the Middle East and Africa. We focus on advanced customer engagement technologies, including AI-powered agents, omnichannel contact center platforms, messaging solutions, and automation tools. Our mission is to turn customer service into a strategic business advantageenabling smarter, more efficient, and more human interactions.
Why Join novomind MEA
- Work with enterprise-grade, AI-driven platforms backed by German engineering
- Exposure to high-impact regional projects across MEA and Africa
- Clear career growth potential for successful performers
- Collaborative, fast-growing environment with strong support from management and technical teams
send your CV to [Confidential Information]
