Lead Professional Services Engineer

2 weeks ago


Manila, National Capital Region, Philippines NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

Lead Professional Services Engineer - Manila

As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a ContactEngine expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when ContactEngine expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

  • Become an expert in ContactEngine solution design consultancy and implementation
  • Assist with training new team members, partners, clients, and many more
  • Work with global teams to build, test, and support customer journeys and conversations from specification using our internal tooling
  • Work with clients to collect requirements and advice on solutions
  • Learn clients' business processes to define and document requirements for automated transactions of proactive customer journeys
  • Understand, propose, improve, implement processes
  • 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
  • Monitor journey health and performance
  • Write queries in SQL and build reports and dashboards
  • Write and debug code snippets
  • Design and test APIs
  • Audit journeys to identify issues and improvements
  • Provide on-call support to global customers
  • And other responsibilities
Basic Qualifications:
  • 7+ years of experience in an implementation / quality assurance / professional services / consulting role
  • 7+ years of experience in leadership
  • Ability influence customers on project management methodology
  • Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree
  • Expert understanding of Professional Services Project Management Policies and Processes
  • Develop processes and process improvements to ensure high-quality and cost effectiveness
  • Ability to see and explain the larger picture of the customers needs, not only today but future considerations
  • Excel in the ability to identify areas of concern based on documentation based on product knowledge, the needs of the customer, and many more
  • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
  • Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations
  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
  • Engineering Services: skills in specialized technical & functional areas; technical expertise around software engineering, programming languages, integration, and/or databases
  • Desired personal profile: highly motivated, analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter
  • Amenable to work shifting schedules
Preferred Qualifications:

If you don't have these but are willing to learn, please apply:

  • Technical expertise in data structure extraction and summarization
  • Experience with integration tools
  • Application knowledge of Excel, Tableau (or similar BI tool)

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.

Do you have any first-degree relatives (spouse, parent, child, sibling) that are currently employed by NICE or any of its subsidiaries? *
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Have you ever worked at NICE or any of it's subsidiaries? *
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Current Address (Full address, City, Region, Zip) *

How did you hear about this position opening? *

Were you referred to this position by any current NICE employee?If Yes, what is the name of the first person to refer you? If No, please type "N/A". *

Are you amenable working in a hybrid setting (min of 2 days onsite weekly)? *
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Are you amenable to working in BGC, Taguig City? *
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