Senior Service Enablement Specialist jobs at Nice in Philippines, Manila

So, what’s the role all about?

• Lead the Field Readiness program and its related activities: field requirements and feature impact, documentation, training and operational tools readiness, certification, manage in-house Alpha site, close monitoring and reporting of first solution deployments.
• Improve product Serviceability and Supportability capabilities by proactively collect field feedback, identify and prioritize required product Serviceability requirements, drive Products Serviceability and Supportability scope and roadmap, track and communicate ROI and efficiency, ensure field ability to handle deployments and support the product.
• Serve as Subject Matter Expert (SME):mtechnical advisor for knowledge transfer, Expert Testing, participation in first product deployments, track the maturity of products, work with Product and R&D
• Having comprehensive 360 degrees view on the product, allow transparency and effective ongoing communication between Services, Support, and Product House.

How will you make an impact?

• Project & program management methodology skills: Highly organized, process oriented approach, ability to plan ahead, closely manage timelines and deliverables, advance and ensure success for multi-tasking activities
• Excellent management, interpersonal, presentation and communication skills, both written and verbal, including effective public presentation to senior management and other audiences.
• Proven Ability to influence without authority, ability to work effectively in a matrix and undefined environment.
• Self-motivated to strive for professional excellence in all aspects of work.
• Team Player, Assertive, responsible and reliable
• Analytics skills, detail- and resolution driven.

Have you got what it takes?

• B.Sc in Industrial Engineering/Computer science or equivalent
• Minimum 5 years proven experience working as a Project Manager/Program Manager
• Deep Technical orientation with the ability to understand complex cloud platforms.
• Background and understanding of Service & Support organization processes and needs.
• Experience with Product Serviceability.
• Strong understating of SDLC
• Experience and exposure to NiCE Products - advantage
• Development background – advantage
• Minimum 3 years' experience in a global corporate organization
• Fluency in English language

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Director, Service Enablement
Individual Contributor

Key Responsibilities:

• Provide advanced Level 2/3 technical support for software, hardware, or network-related issues.
• Troubleshoot complex incidents using tools, logs, remote diagnostics, and escalation procedures
• Knowledge of Active Directory Users and Computers
• Apple Mac configuration & troubleshooting.
• Experience with Office 365 and Mac client support
• Laptop preparation for New Joiner/Replacement/Future Requirement
• New Joiner IT onboarding /Offboarding for PH and APAC region
• Maintain IT inventory.
• Maintain detailed documentation of issues, troubleshooting steps, and final resolutions
• Monitor support SLAs and ensure issues are resolved within defined timelines

Requirements:

Bachelor’s degree in computer science, Information Technology, Engineering, or related field.

Experience:

• Minimum 9-10 years of experience in technical support, system administration, or IT
• Experience in customer-facing roles, cross regions environments.

Technical Skills:

• Proficient in Windows/MAC and Linux administration.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira)
• Strong understanding of troubling windows issues

Soft Skills:

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work under pressure and prioritize effectively.
• Customer-first mindset and commitment to delivering high-quality service.

Individual Contributor

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when MPower Proactive AI Agents expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

Key Responsibilities

• Lead complex implementations of MPower Proactive AI Agents, from requirements gathering to deployment and optimization.
• Serve as a subject matter expert and technical lead in client engagements, ensuring high-quality delivery and customer satisfaction.
• Collaborate with global teams to design, build, test, and support proactive customer journeys using internal tools and APIs.
• Mentor and support junior engineers, providing technical guidance and best practices.
• Analyze client business processes and translate them into scalable, automated solutions.
• Design and document end-to-end application integration specifications.
• Perform advanced configuration, debugging, and deployment of the SaaS platform.
• Develop and optimize customer journey strategies using data analytics and the MPower transactional data model.
• Write complex SQL queries, build dashboards, and deliver actionable insights.
• Write and debug JavaScript code; contribute to API design and integration.
• Contribute to internal process improvements and knowledge sharing across teams.
• Provide on-call support to global customers
• And other responsibilities

Basic Qualifications

• 6+ years of experience in professional services, software implementation, or technical consulting roles.
• Advanced proficiency in SQL and JavaScript; working knowledge of C#, Python, HTML, and CSS.
• Strong experience in API design, testing, and integration in SaaS or enterprise environments.
• Proven ability to lead technical projects and mentor junior team members.
• Experience in debugging complex issues and delivering scalable solutions.
• Excellent communication and stakeholder management skills.
• Exposure to data analysis and reporting, with the ability to build dashboards or reports (e.g., via SQL or BI tools) is a plus!

Preferred Qualifications

• Proven track record of leading and delivering complex software implementations for enterprise clients.
• Strong background in implementation planning, stakeholder alignment, and technical documentation.
• Ability to manage multiple implementation projects simultaneously while maintaining high quality and client satisfaction.
• Strong problem-solving mindset and adaptability in a fast-paced, global environment
• Effective communicator who thrives in cross-functional teams, including client-facing or support roles

Individual Contributor

We are looking for an experienced Data Engineer to manage our data warehouse ETL processes and architecture. The Data Engineer will design and build scalable, secure, and tenant-aware data pipelines to process large volumes of data. The Data Engineer will often engage and collaborate with different SMEs within the business to get their data requirements and needs

Responsibilities

• Design and build scalable data pipelines to ingest and preprocess data from various data sources (both on-premises and on cloud)
• Ensure data pipelines meet privacy, security, and compliance standards.
• Support tenant isolation, access control, and lineage tracking.
• Respond to escalated production issues, sometimes outside normal business hours.
• Monitor data quality and develop tools to detect and respond to pipeline issues.

Required Qualifications

• 4+ years of experience in a data engineering role
• 4+ years of experience in using SQL Server Database (Version 2019 and onwards)
• 3+ years of experience in Snowflake
• 4+ years of experience in SQL development.
• 4+ years of experience in building and maintaining ETL workflows
• Strong proficiency in using Microsoft SSIS and Microsoft SSAS
• Strong understanding of data quality, schema design, and multitenancy considerations.
• Familiarity with ML feature stores or metadata tracking systems.
• Exposure to compliance frameworks such as GDPR or CCPA.

Preferred Qualifications

• Experienced in extracting data from JIRA, ServiceNow, and Salesforce
• Experienced in handling unstructured data
• Experienced in PowerShell / Power Automate
• Experienced in API Development

Tech Manager
Individual Contributor

How will you make an impact?

• Empower Client Success: Partner strategically with clients to maximize NICE solutions, ensuring alignment with their business objectives.
• Deliver Exceptional Service: Provide comprehensive technical and customer service, proactively addressing concerns, resolving issues efficiently, and delivering effective solutions.
• Foster Client Loyalty: Build strong, trusted relationships by engaging in regular communication and offering proactive support.
• Seamless Collaboration: Partner effectively across internal teams to ensure all client needs are addressed promptly and efficiently.
• Technical Proficiency: Develop in-depth knowledge of NICE products and related technologies, providing expert support to clients.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience
• 5 years of software customer service experience, with a strong understanding of contact center technologies
• Experience working with SIP messages, analyzing network logs (e.g., developer tools), and troubleshooting APIs
• Familiarity with ACD and IVR systems
• Basic understanding of SQL for querying and troubleshooting
• Working knowledge of AWS concepts; practical experience or certification is a plus
• Strong communication, analytical, and problem-solving skills in a customer-facing role

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Individual Contributor

You will be responsible for providing excellent customer service, managing the customer service engineer / technical support team, partner relationships, and working with an innovative SaaS product. This role requires a highly driven, self-starter, and motivated leader. In this role, you will focus on eliminating customer issues and driving a best-in-class support experience. You must maintain our targeted service levels with our clients and partners.

This position will also include working on-call when required.

How will you make an impact?

• Build a high-performance team; hires and retains the right talent in the right roles; sets goals, delegates work, holds reports accountable; develops and empowers direct reports to make decisions and act decisively.
• Oversees problem isolation, issue resolution, and escalation management according to pre-defined protocols.
• Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps your direct reports improve their performance.
• Leverage resources to help employees develop skills and support their career interests.
• Deliver results through teamwork.
• Maintains communication with functional managers and executive management to ensure issues are resolved.
• Ensures ticket documentation is clear and accurate. Drives trouble tickets to resolution within the allotted mean time to repair.
• Leads and participates in internal meetings, such as operation reviews.
• Provides support to technical staff, partners, and end users; identify, research, and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems.
• Develops, documents, implements, and maintains processes and procedures for the day-to-day operations and the integration of new services.
• Makes recommendations for changes and improvements and communicate to senior management.
• Develops and maintain process and procedural report generation.
• Learn Clients’ business processes to manage expectations effectively to prevent escalations.
• Conduct thorough and detailed troubleshooting to provide quality support to clients.
• Proactively identify potential platform issues and collaborate with the appropriate team to deploy solutions.
• Troubleshoot network and data feed issues, including API, improperly uploaded files, SFTP misconfiguration, alarms, and any customer impacting network issues.
• Conduct deep dive analysis before engaging other teams for resolution.
• Engage with clients and partners to provide status updates for solutions to restore service.
• Collaborate with other teams to exceed Service Level Agreements for restoration.
• Drive issues to restoration/resolution and provide clear Root Cause Analysis (RCA).
• Collect, organize, analyses, and disseminate information, with attention to detail and accuracy.
• Use JIRA to intake, manage, and facilitate issue resolution.
• Maintains detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff.
• Always follow the company Code of Ethics and Nice policies and procedures.
• Collaborate to improve organizational readiness by participating in key business planning initiatives and ensures the execution of decisions throughout the organization.
• Communicates in an effective and professional way with customers internally and externally of NICE.
• Availability out of hours as required (nights/weekends) to address critical issues.
• Provide on-call support to customers.
• And other Team Leader and Customer Service Engineering responsibilities.

Have you got what it takes?

• Experience leading a customer service engineer / technical support team in the CCaaS/SaaS field.
• Strong communication skills, and skills in building organizational partnerships - across a complex stakeholder network in cross-functional teams.
• Experience in customer service engineer / technical support in the SaaS field.
• A keen problem solver with a passion for learning.
• Ability to create effective relationships, listen, communicate, influence, be persistent, patient and collaborate cross-team at all organizational levels.
• Ability to personally interact with customers, customer success, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience.
• Passion for working in an agile work experience.
• Ability to successfully work in a team-oriented, highly collaborative environment.
• Ability to provide clear, succinct communication.
• Ability to manage customer crisis expectations within service level agreements.
• Excellent analytical and advanced troubleshooting skills with end-users/customers.
• Excellent customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.

Job Requisition: 7256
Reporting into: PH Manager
Matrixing to: Global CSE Leader / Manager
Role Type: People Manager