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.