Managed Operations Services Specialist

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
NICE Ltd. (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 crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ 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.