Hybrid Systems Integration Specialist (Tech Services)

NTT Ltd.; Petaling Jaya; Hybrid; MYR 90,000 - 120,000; Full time

Job summary

NTT DATA is seeking a Senior Associate Customer experience Technical Services (TS) Systems Integration Specialist in a hybrid role. You will develop as a subject matter expert, ensuring client solution requirements align with SLAs while configuring, installing, and addressing break/fix events.

You’ll work toward professional certification while building business knowledge. The role involves leading portions of installations, resolving problems, documenting SOPs, and presenting to stakeholders.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Computing or a related field.
• Certifications such as NICE Engage NCSE; NICE Engage NCIE; Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional certifications such as Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; NICE Inform.
• Certifications such as Avaya, pus additional - Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya experience Portal Administration.
• Certifications such as Verint, plus additional - Workforce Management (WFM); Interactions; Speech.
• Certifications such as Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.

Responsibilities

• Owns larger portions of an installation, break/fix incidents at a low to medium level of complexity during project lifecycle.
• Takes responsibility for problem resolution and troubleshooting during project lifecycle.
• Escalates complex problems to the relevant third parties.
• Assists with the documentation of standard operating procedures relating to installations and fixes during ops handover.
• Compiles and maintain project administration (Time Capture and feedback to stakeholders).
• Conducts elementary presentations within the customer’s organization.
• Expected to take leadership from senior resources on relevant technologies according to specialization and best practice.
• Performs any other related task as required.

Skills

Solution knowledge

CX infrastructure

Problem analysis

Learning mindset

Attention to detail

Proactive management

Adaptability

Communication skills

Stakeholder management

Time management

Pressure handling

Education

Bachelor’s degree or equivalent in Information Technology or Computing

Tools

NICE Engage NCSE

NICE Engage NCIE

Sentinel Fundamentals

CXOne Basic Certification

CXOne Advanced Certification

CXOne ACD Administrator Certification

Nexidia NCSE

Nexidia NCIE

Avaya VOIP Integrations

Cisco VOIP Integrations

Avaya Aura Core

Avaya Aura Contact Centre

Avaya IP Office

Avaya IP Office Contact Centre

Avaya Session Border Controller

Verint WFM

Verint Interactions

Verint Speech

Genesys Cloud CX

Genesys Cloud CX Administration

Job description

NTT DATA is seeking a Senior Associate Customer experience Technical Services (TS) Systems Integration Specialist in a hybrid role. You will develop as a subject matter expert, ensuring client solution requirements align with SLAs while configuring, installing, and addressing break/fix events.

You’ll work toward professional certification while building business knowledge. The role involves leading portions of installations, resolving problems, documenting SOPs, and presenting to stakeholders.