Managed Operations Services Specialist

NiCE; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

NiCE is growing its Manila-based Managed Services team. You will act as both client and NiCE representative, delivering high-quality implementations, analysis, support, and more to clients worldwide.

You will manage Day 2 requests, design and implement ContactEngine solutions, and collaborate with global teams to optimize customer journeys. The role requires a strong background in implementation/professional services, programming basics, and data analysis.

Qualifications

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

Responsibilities

• Act as Application administrator for Day 2 Move, Add, Change Requests for CXone platform clients.
• Work with TAMs, DSE and Expert Services; act as Implementation manager.
• Become an expert in ContactEngine solution design, consultancy and implementation.
• Collaborate with global teams to build, test and support customer journeys and conversations from specifications.
• Write queries in SQL and build reports and dashboards; write and debug JavaScript snippets.
• Design and test APIs; assist with training of new implementation specialists.
• Provide on-call support to global customers.

Skills

Implementation

Consulting

Team collaboration

Education

CS / Analytics / STEM degree

Tools

JavaScript

SQL

HTML

CSS

Python

APIs

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

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 and implementation manager for customer requests. You are expected to be expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe. You will provide 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.