Contact Center Solutions Expert

7 hours ago

Manila, National Capital Region, Philippines beBeeTechnical Full time $800,000 - $1,200,000
Job Overview

The Associate Professional Services Engineer, CX role involves direct interaction with customers to offer expertise on NICE products and contact center industry aspects.

This position entails technical duties and business-oriented tasks such as managing customer satisfaction, configuring NICE products, coordinating across departments, and ensuring project success. The role requires leadership within the organization, including mentoring and coaching junior team members.

Key Responsibilities:
  • Provide consultative support for NICE solutions to clients.
  • Configure, program, and model processes, data, and objects across different application and database environments.
  • Design, develop, and maintain databases, providing leadership in technical architecture while staying updated on contact center technologies.
  • Oversee system development lifecycles, create project cost estimates and proposals, conduct risk analyses, and manage change control processes in project management.
  • Conduct business analysis, assess user needs, design business systems, and prepare cost/benefit analyses and business cases for major projects.
  • Maintain a professional demeanor and contribute to the development of client information management standards while evaluating technology trends.
  • Supervise junior staff or subcontracted personnel during project execution.
Requirements:
  • Bachelor's degree in a technical or business field or equivalent work experience required.
  • 3-5+ years of professional experience beyond educational requirements.
  • Desired personal traits: analytical, inquisitive, team-oriented, friendly demeanor, early adopter.

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