Professional Services Configuration Technician I
NICE inContact
Manila, Philippines
3d ago

Description

The Configuration Technician I is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE inContact products, the contact center industry, and other contact center ecosystem topics including integration with CRM, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE inContact products based on best practices and customer requirements, coordinating inter-departmental activities within NICE inContact, tracking time and status within NICE inContact systems, and other tasks related to the success of his or her engagement.

As a Configuration Technician I, a Typical Day Might Include the Following :

This position is responsible for consultative performance in all areas related to inContact solutions provisioning, implementation, and deployment of technical and business solutions to clients.

The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

TECHNICAL

1. Provide Staff-level technical configuration and, in some cases, programming as required.

2. Provide process, data and object modeling in a variety of application and database environments.

3. Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.

PROJECT

  • Provide technical architecture leadership, analysis, design, development, and enhancement.
  • Maintain Staff-level expertise and currency in industry leading contact center technologies.
  • Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
  • Develop costing proposals for projects, perform risk analysis, and manage change control.
  • Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
  • Conduct comprehensive cost / benefit analysis and prepare business cases for projects.
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of NICE inContact.
  • This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

    This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

    To Land This Gig You'll Need :

  • BS / BA in technical (e.g., CS / IS / EE) or business (e.g., Marketing / MIS) field or equivalent work experience required.
  • 1+ year(s) of professional experience beyond education requirements above.
  • Type of experience varies depending on Implementation Manager's specialization :
  • Implementation & Solutions : broad skills in both technology & analysis Business Optimization : deep skills around business analysis / call centers
  • Expert Services : deep skills in specialized technical & functional areas
  • Desired personal profile : analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
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