Managed Operations Services Specialist

NICE Systems; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

NICE Systems in Manila is expanding its Managed Services team. The role combines application administration and implementation management for customers worldwide, delivering high-quality implementations, QA, and ongoing support.

You will collaborate with global teams, learn client processes, and document requirements for automated customer journeys. Responsibilities include configuring, testing, and deploying the SaaS platform, writing queries and dashboards, and supporting customers on-call.

Qualifications

• 3+ years in implementation/professional services/consulting.
• Degree in CS/Analytics/STEM.
• Knowledge of data analysis and SQL.
• Able to work in a team and shifting schedules.
• Willing to learn and develop in a fast-growing MSP environment.

Responsibilities

• Act as Application administrator and implementation manager for client requests.
• Deliver implementations, QA, and support to global clients.
• Configure, test, and deploy the SaaS platform per client requirements.
• Write SQL queries and build reports/dashboards.
• Provide on-call support to global customers.

Skills

Implementation experience

Data analysis

SQL knowledge

Programming basics

Team collaboration

Problem solving

Education

CS/Analytics/STEM degree

Tools

JavaScript

C#

SQL

HTML

CSS

Python

Job description

So, what’s the role all about?

As a rapidly growing business, we are building the Managed Services team here in Manila. In this role,you will become both the client and NICE representative, acting as application administrator andimplementation manager for customer requests. You are expected to be expert and advocate, deliveringhigh-quality implementations, analysis, support, and many more to clients across the globe. You willprovide implementation, quality assurance and support to our new and existing clients globally.

How will you make an impact?

• Acts as Application administrator responsible for Day 2 Move, Add, Change Requests for from
• clients of the CXone platform and its products.
• Works closely with the TAMs, DSE and Expert Services and acts as Implementation manager
• Become an expert in ContactEngine solution design consultancy and implementation
• Work with global teams to build, test and support customer journeys and conversations from
• specification using our internal tooling
• Learn clients’ business processes to define and document requirements for automated
• transactions of proactive customer journeys
• Document End-to-End Application Integration Specifications
• Configure, perform E2E testing, debug, and deploy the SaaS platform based on client
• requirements
• Define and implement ContactEngine customer journey optimization strategies by utilizing data
• analytics in conjunction with a deep understanding of the ContactEngine transactional data model
• Write queries in SQL and build reports and dashboards
• Write and debug code snippets (in JavaScript)
• Design and test APIsDe
• Assist with training of new implementation specialists
• Provide on-call support to global customers

To land this gig you need:

• 3+ years experience in an implementation / professional services / consulting role
• Graduated with a degree in Computer Science / Business Analytics / Data Analytics / STEM type degree
• Knowledge of basic programming languages and data structures
• Knowledge of data analysis and SQL
• A keen problem solver with a passion for learning
• Ability to successfully work in a team-oriented, highly collaborative environment
• Amenable to work shifting schedules

Bonus Experience:

• If you don't have these but are willing to learn, please apply:
• Technical expertise in data structure extraction and summarization
• Experience with JavaScript, C#, SQL, HTML, CSS, Python
• Experience with integration tools
• Application knowledge of Excel, Tableau (or similar BI tool)

Requisition ID: 11930
Reporting into: Manager
Role Type: Individual Contributor

About NiCE

NICELtd. (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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.