Implementation Engineer at NICE

Philippines - ManilaFull-timeGCO - Customer Success & ServicesPosted 23 days ago

About the Role

<div class="content-intro">At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</div>So, what’s the role all about? Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client’s NICE portal and integrating it into their business processes. They take primary responsibility for setting up and implementing technical systems and applications, leveraging configuration tools, programming knowledge, and project management expertise. How will you make an impact? <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with clients to gather requirements and design tailored implementation strategies.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Document configuration steps, create process plans, and develop guides for specific products or features.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide feedback to the Product Management team to support product enhancements and client needs.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Use project management and ticketing tools like Asana, Rocketlane, Salesforce, Jira, and Confluence to track and manage implementation workflows.</li> </ul> Have you got what it takes? <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree in Telecommunications, Computer Science, or a related field.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Previous experience in project implementation, customer service, or technical support is required.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with APIs, webhooks, and integrating third-party systems.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with IVR systems and contact center workflows.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Basic knowledge of Data Base and writing SQL queries</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proficiency in troubleshooting and problem-solving in complex technical environments.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Self-motivated with strong organizational and time management skills.</li> </ul> Preferred Skills: <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">2 years of experience working with the LiveVox or NICE CXone Product Line and Configuration Tools, or other contact center solution(s)</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of cloud technologies and platforms (e.g., AWS, Azure).</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience in implementing digital channels such as Email, SMS, Chat, and Chatbot, etc.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Certification in project management methodologies (e.g., PMP, Agile).</li> </ul> This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! Enjoy NICE-FLEX! At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 9805 Reporting into: Manager Role Type: Individual Contributor<div class="content-conclusion">About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.  </div>

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