Deskripsi Pekerjaan
Are you an expert in Contact Center as a Service (CCaaS) technologies? TTEC is seeking a highly skilled NiCE CXone Engineer to join our dynamic team in Metro Manila. In this pivotal role, you will be responsible for designing, implementing, and optimizing complex CXone solutions that empower our clients to deliver world-class customer experiences.
As a NiCE CXone Engineer, you will bridge the gap between business requirements and technical execution, ensuring that our CCaaS environments are robust, scalable, and fully integrated. You will work within a collaborative, fast-paced environment where your technical expertise directly impacts the satisfaction of millions of global customers. If you are passionate about cloud-based contact center architecture and have a drive for continuous improvement, we want to hear from you.
Tanggung Jawab
- Architect and deploy end-to-end NiCE CXone solutions tailored to diverse client business requirements.
- Configure and manage ACD, IVR, and omnichannel routing workflows within the CXone platform.
- Perform system integration with CRM platforms (e.g., Salesforce, Zendesk) and internal databases.
- Conduct deep-dive troubleshooting to resolve complex technical issues and minimize system downtime.
- Collaborate with cross-functional teams to design scalable cloud contact center infrastructure.
- Monitor platform performance, security compliance, and reporting metrics to ensure high availability.
- Provide technical documentation and training for internal stakeholders and client operations teams.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 3+ years of professional experience as a CXone Engineer or Contact Center Technical Lead.
- Hands-on experience with NICE CXone configuration, scripting, and administration.
- Proficiency in networking concepts, API integration, and cloud-based telephony architectures.
- Strong problem-solving skills and the ability to work under tight project deadlines.
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Experience in managing omnichannel digital transformation projects is highly preferred.