TS Senior Associate Systems Integration Specialist

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

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Associate Customer experience Technical Services (TS) Systems Integration Specialist is a developing subject matter expert, responsible for ensuring that client solution requirements are resolved in line with Service Level Agreements (SLAs).

This role performs configurations, actions installations and attends to break/fix events and works towards associate to professional level certification, whilst at the same time developing business knowledge.

Key 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.

To thrive in this role, you need to have:

• Developing solution and service knowledge.
• Possess sound knowledge of Customer experience infrastructure and systems.
• Demonstrate problem analysis and solution formulation skills.
• Demonstrate learning and service orientation.
• Demonstrate excellent attention to detail.
• Demonstrate proactive management.
• Demonstrate the ability to adapt to change and to think innovatively.
• Displays good verbal and written communication ability.
• Demonstrate the ability to engage with a variety of stakeholders.
• Possess good planning and time management ability.
• Demonstrate the ability to cope under pressure.

Academic qualifications and certifications:

• Bachelor’s degree or equivalent in Information Technology or Computing or a related field.
• Certifications such as NICE, plus one additional - 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.
• Additional certifications such as Avaya VOIP Integrations; Cisco VOIP Integrations; Encryption; Multiple Data Centres (MDC); NICE Real Time Authentication; NICE Trade Recording.
• 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.
• Certifications such as Generys - Level 2 - Genesys Cloud CX - Architect (ILT); Genesys Cloud CX - Quality Management (ILT); Genesys Cloud CX - Scripting (ILT); Genesys Cloud CX: Outbound (ILT); Genesys Cloud - Web Chat; Genesys Cloud - Web Messaging; Genesys Cloud - Agentless Voice Notifications; Introduction to Genesys Cloud for Supervisors - Advanced Management.

Required experience:

• Moderate level of experience in a technical implementation engineering.
• Moderate level of experience engaging with clients and conducting presentations.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.