- Primary skillset
- Have hands-on exposure to the latest exciting technology trends in creating, managing, and improving CX (Nice in contact) for our users – including AI, Bot, Voice Biometrics, Real-Time Analytics, and Interactive Guidance.
- Have direct involvement working with end-users to understand their business strategies, enabling us to help them achieve company goals and outcomes through the use of CXone solutions.
- Be innately curious, with a passion and eagerness to have hands-on technology. Build and create solutions that help end-users meet their CX objectives.
- Have the desire to work independently, flexibly and possess critical thinking in creative solutions for our end-users
- Be able to create a customized demo and have the opportunity to tell the story that showcases the solution in a persona and value-based manner for the applicable user roles of CXone
- Discover user needs that translate into hands-on workshops, sandbox experiences, or proofs of concept to help customers realize the value of CXone
- Have access to a collaborative, team-oriented environment, along with access to other internal resources across the organization to help you understand and solve complex technical challenges while participating and contributing in key areas of experience and strength.
- Have access to actively participate in learning from hands-on CXone Product training, workshops, including live, on-demand, and in-person, learn competitive offerings that allow you to continue to be a trusted advisor to the users while ensuring value is realized from our solution.
- Be able to work in a fast-paced, cross-functional team while being able to multi-task, prioritize and be detail-oriented – both oral and written.
- Be able to demonstrate an understanding of security, how it applies to our customer's security needs, and able to articulate a solution that meets their needs, both in design, transit, and at rest.
- Have existing experience in CCaaS or experience working with Cloud products.
- Have 8-10 years of work experience, preferred experience in technical training, implementation, integrating to CRMs, DBs Omni-channel, other software implementation or development/coding experience
- Have bonus experience with REST, JSON, and APIs
- Must be well versed in using Microsoft Excel
- Has experienced in deploying Regional or Global projects
- The following are the CXone products and tools we need support from the engineer:
- Supervisor tool
- Performance Management tool
- Interaction Analytics
- CXone Predictive Behavioral Routing
- Feedback Management Tool
- WEM Enterprise
- Auto Attendant
- MAX and MAX integration
- CRM agent Applications
- Data Dictionary
- Pre-Build Report
- Custom Reporting
- Data Download Report
- Direct Data Access
- Dashboards
- Get Studio
- ACD scripting
- Developer Portal
- IVR
- Cloud Storage
- Workforce Intelligence.
- Secondary skillset
- 1. Support Avaya UC and CC implementation and operations
2. Support NICE recording solutions implementation and operations
3. Support IP Telephony, VLAN, LAN, and WAN
The following are the products we need support from the engineer: - Avaya Comms Mgr
- Avaya Session Mgr
- Avaya System Mgr
- Avaya Aura Messaging
- Call Accounting
- Avaya CMS
- Avaya Utility Server
- Avaya SAL Gateway
- Avaya Agent Map
- Nice Applications/IC
- Nice Storage Ctr
- AES
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