Associate Customer Experience Technical Services Systems Integration Specialist

NTT America, Inc.; Singapore; Remote; SGD 33,000 - 50,000; Full time

Job summary

NTT DATA is hiring an entry-level Associate Customer Experience Systems Integration Specialist. You will learn to configure, install and respond to simple break/fix events as part of the TS Systems Integration team, progressing toward associate-level certification.

You will collaborate with Implementation Engineering, handle basic configurations, and support more senior staff while developing business knowledge in a dynamic, on-site environment.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Relevant technology certifications such as NICE Engage NCSE/NCIE, Avaya, Verint, Genesys.

Responsibilities

• Learn to own portions of installations and break/fix incidents during project lifecycle.
• Collaborate with Implementation Engineering to meet client requirements.
• Handle less complex configurations and installations.
• Attend to less complex break/fix events during projects.
• Provide support and work with Senior Associate/L2 engineers.
• Perform related tasks as required.

Skills

Solution knowledge

CX infrastructure

Problem analysis

Learning orientation

Attention to detail

Proactive management

Adapt to change

Verbal communication

Written communication

Stakeholder engagement

Planning & time management

Work under pressure

Education

Bachelor's degree in IT/Computing

NICE Engage NCSE Certification

NICE Engage NCIE Certification

Sentinel Fundamentals Certification

CXOne Basic Certification

CXOne Advanced Certification

CXOne ACD Administrator Certification

Avaya Aura Core Certification

Avaya Aura Contact Centre Certification

Verint - WFM Certification

Genesys Cloud CX Certification

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 Associate Customer experience Technical Services (TS) Systems Integration Specialist is an entry level subject matter expert, responsible for learning the skills to work closely with the TS Systems Integration team to action configurations, installations and attend to break/fix events that are deemed less complex in nature.

This role works towards associate level certification, whilst at the same time developing business knowledge to action configurations, installations and attend to break/fix events that are deemed less complex in nature.

Key responsibilities:

• Learns the ability to start 'owning' portions of an installation, break/fix incidents, and problem management during project lifecycle.

• Functions jointly with the Implementation Engineering team to meet client requirements.

• Action less complex configurations and installations.

• Attend to less complex break/fix events during project lifecycle.

• Provides support and work alongside with Senior Associate/L2 and other senior support engineers.

• Performs any other related task as required.

To thrive in this role, you need to have:

• Demonstrate solution and service knowledge.

• Possess sound knowledge of CX 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.

• Display 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 related field.

• Relevant technology certifications such as -

• NICE - NICE Engage NCSE (Support); NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.

• Avaya - Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya experience Portal Administration.

• Verint - Workforce Management (WFM); Interactions.

• Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.

• Genesy - Level 1 Courses - Genesys Cloud CX Webinar - Genesys Cloud CX Overview; Genesys Cloud CX - Routing; Genesys Cloud CX - Telephony and Systems Basics; Genesys Cloud CX - Recording and Quality Management Basics; Genesys Cloud eLearning Path (QM, Scripting, et al).

Required experience:

• Entry level experience in a technical implementation engineering.

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.