Deskripsi Pekerjaan
Are you a seasoned CX engineering professional looking to make a significant impact in the CCaaS landscape? TTEC is seeking a Senior NICE CXone Engineer to join our elite technical team in Metro Manila. In this pivotal role, you will be the architect behind transformative customer experience solutions, designing, implementing, and optimizing end-to-end NICE CXone environments for our global enterprise clients.
As a Senior Engineer, you will bridge the gap between complex business requirements and cutting-edge cloud contact center technology. You will lead technical delivery, troubleshoot critical integrations, and ensure that our clients leverage the full potential of their CXone suite to drive operational excellence and superior customer interactions.
Tanggung Jawab
- Architect and deploy end-to-end NICE CXone solutions tailored to diverse business requirements.
- Lead the migration and integration of legacy contact center systems into the CXone cloud ecosystem.
- Configure advanced IVR flows, omni-channel routing strategies, and workforce engagement management (WEM) modules.
- Provide technical leadership and mentorship to junior engineering staff during the project lifecycle.
- Collaborate with stakeholders to identify gaps in CX technology and implement optimization strategies.
- Perform rigorous testing, quality assurance, and documentation for all developed CX solutions.
- Troubleshoot complex technical issues within the CCaaS environment, ensuring high availability and performance.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- Minimum of 5 years of experience in contact center technology, with at least 3 years dedicated to NICE CXone implementation.
- Deep understanding of CCaaS architectures, SIP, VoIP, and WebRTC protocols.
- Proven ability to develop complex IVR scripting and call-flow logic within the CXone Studio environment.
- Strong background in API integrations (REST/SOAP) and CRM connectivity (e.g., Salesforce, Zendesk, ServiceNow).
- Excellent analytical, problem-solving, and client-facing communication skills.
- Professional certification in NICE CXone is highly preferred.