TS Senior Associate Systems Integration Specialist

NTT America, Inc.; Petaling Jaya; Hybrid; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Job summary

NTT DATA is seeking a Senior Associate for Customer Experience TS Systems Integration who will resolve client solution requirements within SLAs. The role involves configurations, installations, and break/fix activities while progressing toward professional CX certifications.

You will lead project tasks, document procedures, and present to client stakeholders. A strong emphasis on detail, proactive management, and adapting to change underpins success in this hybrid role.

Qualifications

• Bachelor's degree in IT or Computing, or equivalent.
• Professional certifications in contact centre and CX platforms are highly valued.
• Experience with customer experience infrastructure and solutions.
• Willingness to develop professional certifications and knowledge.

Responsibilities

• Owns larger portions of an installation and break/fix incidents with low to medium complexity.
• Troubleshoots and resolves problems during the project lifecycle.
• Escalates complex issues to relevant third parties.
• Documents standard operating procedures during installations and handovers.
• Maintains project administration and timelines.
• Performs elementary customer presentations.
• Learns from senior resources on technologies and best practices.
• Performs related tasks as required.

Skills

Solution knowledge

Customer experience infrastructure

Problem analysis

Learning and service orientation

Attention to detail

Proactive management

Adapt to change

Verbal and written communication

Stakeholder engagement

Planning and time management

Under pressure performance

Education

Bachelor's degree in Information Technology or Computing

NICE Engage NCSE

NICE Engage NCIE

Sentinel Fundamentals

CXOne Basic Certification

CXOne Advanced Certification

CXOne ACD Administrator Certification

Nexidia NCSE

Nexidia NCIE

RTAM Advanced Processing Automation

NICE WFM (IEX)

Compliance Centre

NICE Inform

Avaya VOIP Integrations

Cisco VOIP Integrations

Multiple Data Centres (MDC)

NICE Real Time Authentication

NICE Trade Recording

Tools

Genesys Cloud CX Architect (ILT)

Genesys Cloud CX Administrator (ILT)

Genesys Cloud CX - Scripting (ILT)

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

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. Join our growing global team and accelerate your career with us. Apply today.