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NICE Philippines

Professional Services Engineer

NICE Philippines


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3-7 Years
2 months ago
130 Viewed
94 Applied

Job Description

Working initially with both the EU and US teams you will provide implementation and support to our new
and existing clients, then when ContactEngine expands into APAC, the Manila team will also lead the
implementation, quality assurance, support, and delivery for local clients.
Key Responsibilities
Become an expert in ContactEngine solution design consultancy and implementation
Assist with training new team members, partners, clients, and many more
Work with global teams to build, test, and support customer journeys and conversations from specification using our internal tooling
Work with clients to collect requirements and advice on solutions
Learn clients business processes to define and document requirements for automated transactions of proactive customer journeys
Understand, propose, improve, implement processes
Document End-to-End Application Integration Specifications
Configure, perform E2E testing, debug, and deploy the SaaS platform based on client requirements
Define and implement ContactEngine customer journey optimization strategies by utilizing data analytics in conjunction with a deep
understanding of the ContactEngine transactional data model
Monitor journey health and performance
Write queries in SQL and build reports and dashboards
Write and debug code snippets
Design and test APIs
Audit journeys to identify issues and improvements
Provide on-call support to global customers
And other responsibilities
Basic Qualifications:
7+ years of experience in an implementation / quality assurance / professional services / consulting role
7+ years of experience in leadership
Ability influence customers on project management methodology
Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree
Expert understanding of Professional Services Project Management Policies and Processes
Develop processes and process improvements to ensure high-quality and cost effectiveness
Ability to see and explain the larger picture of the customers needs, not only today but future considerations
Excel in the ability to identify areas of concern based on documentation based on product knowledge, the needs of the customer,
and many more
Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while
managing business rapport
Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact
centers and their operations
Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer
and/or speaker
Engineering Services: skills in specialized technical & functional areas; technical expertise around software engineering,
programming languages, integration, and/or databases
Desired personal profile: highly motivated, analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter
Amenable to work shifting schedules
Preferred Qualifications:
If you don't have these but are willing to learn, please apply:
Technical expertise in data structure extraction and summarization
Experience with JavaScript, C#, SQL, HTML, CSS, Python
Experience with integration tools
Application knowledge of Excel, Tableau (or similar BI tool)

An IT Software product company for contact center solutions. Recognized as a market leader by Gartner, IDC, Frost, Ovum and DMG, NICE inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions.

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