TS Senior Associate Systems Integration Specialist

NTT Limited; Petaling Jaya; Hybrid; MYR 100,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Job summary

NTT DATA is seeking a Senior Associate in Customer Experience Technical Services (Systems Integration Specialist) to ensure client solution requirements align with SLAs. The role involves configurations, installations, break/fix events, and progressing toward professional certifications while expanding business knowledge.

In a hybrid working environment, you will lead simple to moderate issues, collaborate with stakeholders, and contribute to project administration and customer governance.

Qualifications

• Moderate level of experience in a technical implementation engineering.
• Experience engaging with clients and conducting presentations.
• Ability to learn and adapt to new technologies and processes.

Responsibilities

• Owns portions of installations and break/fix incidents of low to medium complexity.
• Performs troubleshooting and coordinates resolutions during project lifecycle.
• Escalates complex problems to third parties as needed.
• Documents standard operating procedures during handover.
• Maintains project administration (time capture, stakeholder feedback).
• Delivers elementary presentations within the customer’s organization.

Skills

Customer experience

Troubleshooting

Problem analysis

Stakeholder engagement

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.

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

• 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 Global 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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world.

Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!