דרושים Implementation Consultant ב-Nice ב-Philippines, Manila

The Associate Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

• Technical Implementation:
  • Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
  • Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
  • Optimize and maintain multiple AI bots, including both generative and legacy models.
  • Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
  • Collaborate with project managers to design and oversee end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
  • Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
  • Provide subject matter expertise on NICE digital products and AI solutions during client consultations.
  • Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
  • Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 3+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

How will you make an impact?

• Technical Implementation:
• Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
• Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
• Optimize and maintain multiple AI bots, including both generative and legacy models.
• Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
• Collaborate with project managers to design and oversee end-to-end project rollouts.
• Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
• Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
• Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations.
• Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
• Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
• Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
• Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

Tech Manager
Individual Contributor

The Associate Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

• Technical Implementation:
  • Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
  • Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
  • Optimize and maintain multiple AI bots, including both generative and legacy models.
  • Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
• Project Management:
  • Collaborate with project managers to design and oversee end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
  • Ensure seamless project execution through inter-departmental coordination and clear communication.
• Business Consulting:
  • Provide subject matter expertise on NICE digital products and AI solutions during client consultations.
  • Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
  • Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
• Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

• Bachelor’s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
• 3+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
• Proven expertise in:
• Technical configuration and programming of AI and contact center technologies.
• CRM integrations, APIs, and other ecosystem technologies.
• Best practices for contact center operations and KPIs.
• Familiarity with:
• Generative AI models, NLU techniques, and automation principles.
• Industry trends and emerging technologies in AI and digital customer engagement.
• Desired personal traits:
• Analytical and inquisitive mindset.
• Team-oriented with strong interpersonal skills.
• Early adopter of innovative technologies.
• Strong sense of accountability and ownership.
• Professional communication, behavior and demeanor.

This role requires strong organizational, communication, and troubleshooting skills to support the implementation of more complex client projects. Key responsibilities include conducting Requirements Discovery sessions, providing consulting and advisement to customers, coordinating efforts with other teams at NICE, identifying and resolving issues, and delivering regular updates to leadership.

Implementation Consultants collaborate closely with the Engagement Manager and Implementation Engineering teams to review SOWs, complete customer requirements documents, manage Change of Scope requests, confirm portal configurations, and conduct User Acceptance Testing (UAT) with clients. Each Consultant manages multiple customer engagements simultaneously.

This role does not include supervisory responsibilities and reports to the Manager of Implementation Consulting.

How will you make an impact?

• Conduct Requirements Discovery sessions with customers to gather and clarify needs.
• Provide expert-level product knowledge, business analysis, and actionable recommendations to clients.
• Align customer requirements with desired business outcomes.
• Coordinate resources effectively to ensure successful implementation.
• Track and communicate project progress to the management team.
• Build and maintain strong, collaborative relationships with customers.
• Assist clients in maximizing the value of their investment in the NICE platform.
• Continuously seek opportunities to enhance value and reduce time to value during the implementation phase.
• Develop innovative solutions to complex problems, ensuring high levels of customer satisfaction.

Have you got what it takes?

• BA/BS degree or equivalent work experience. Technical degrees and/or coursework a plus
• At least 8 years experience in customer-facing roles
• At least 5 years hands on experience configuration NICE portals
• Proficiency with project management workflows
• Excellent written and verbal communication skills
• Excellent organizational and task management skills to keep projects on track; detail-oriented
• Strong technical acumen with ability to communicate complicated topics to a non-technical audience
• Proven ability to collaborate within and across teams; work well with a variety of other roles and personalities
• Strong interpersonal skills and the ability to interact with multiple levels in a customer’s organization, including senior leadership
• Demonstrate strong management and risk mitigation skills
• Excellent written and spoken English is essential
• Customer Service, Technical Support, Project Management, Product Management, and or Product Development experience
• Industry experience in contact center, telecommunications, financial services, or customer care
• Proficiency with Confluence, JIRA, and Salesforce

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

configuration tools, programming knowledge, and project management

How will you make an impact?

• Collaborate with clients to gather requirements and design tailored implementation strategies.
• Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
• Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.
• Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.
• Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.
• Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.
• Document configuration steps, create process plans, and develop guides for specific products or features.
• Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.
• Provide feedback to the Product Management team to support product enhancements and client needs.
• Use project management and ticketing tools like Asana, Salesforce, Jira, and Confluence to track and manage implementation workflows.

Have you got what it takes?

• Bachelor’s degree in Telecommunications, Computer Science, or a related field.
• 3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.
• Previous experience in project implementation, customer service, or technical support is required.
• Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.
• Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.
• Experience with APIs, webhooks, and integrating third-party systems.
• Familiarity with IVR systems and contact center workflows.
• Basic knowledge of Data Base and writing SQL queries
• Proficiency in troubleshooting and problem-solving in complex technical environments.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-motivated with strong organizational and time management skills.

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.​

Manager, Implementation
Individual Contributor

This role requires strong organizational, communication, and troubleshooting skills to support the implementation of more complex client projects. Key responsibilities include conducting Requirements Discovery sessions, providing consulting and advisement to customers, coordinating efforts with other teams at NICE, identifying and resolving issues, and delivering regular updates to leadership.

Implementation Consultants collaborate closely with the Engagement Manager and Implementation Engineering teams to review SOWs, complete customer requirements documents, manage Change of Scope requests, confirm portal configurations, and conduct User Acceptance Testing (UAT) with clients. Each Consultant manages multiple customer engagements simultaneously.

This role does not include supervisory responsibilities and reports to the Manager of Implementation Consulting.

How will you make an impact?

• Conduct Requirements Discovery sessions with customers to gather and clarify needs.
• Provide expert-level product knowledge, business analysis, and actionable recommendations to clients.
• Align customer requirements with desired business outcomes.
• Coordinate resources effectively to ensure successful implementation.
• Track and communicate project progress to the management team.
• Build and maintain strong, collaborative relationships with customers.
• Assist clients in maximizing the value of their investment in the NICE platform.
• Continuously seek opportunities to enhance value and reduce time to value during the implementation phase.
• Develop innovative solutions to complex problems, ensuring high levels of customer satisfaction.

Have you got what it takes?

• BA/BS degree or equivalent work experience. Technical degrees and/or coursework a plus
• At least 8 years experience in customer-facing roles
• At least 5 years hands on experience configuration NICE portals
• Proficiency with project management workflows
• Excellent written and verbal communication skills
• Excellent organizational and task management skills to keep projects on track; detail-oriented
• Strong technical acumen with ability to communicate complicated topics to a non-technical audience
• Proven ability to collaborate within and across teams; work well with a variety of other roles and personalities
• Strong interpersonal skills and the ability to interact with multiple levels in a customer’s organization, including senior leadership
• Demonstrate strong management and risk mitigation skills
• Excellent written and spoken English is essential
• Customer Service, Technical Support, Project Management, Product Management, and or Product Development experience
• Industry experience in contact center, telecommunications, financial services, or customer care
• Proficiency with Confluence, JIRA, and Salesforce

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