דרושים Senior Business Applications Analyst ב-Nice ב-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

We are looking for a Senior Technical Writer with strong expertise in technical documentation and a proven ability to strategically leverage AI-powered tools. In this role, you will be responsible for creating, optimizing, and managing internal and partner facing technical product content. You will leverage AI to streamline content development, ensuring it is clear, accurate, and efficiently delivered to front line service and support teams.

How will you make an impact?

• Technical Documentation Development : Create and maintain high-quality internal documentation, including technical product deployment and configuration guides, troubleshooting procedures, best practices, and technical process documentation.
• Author and curate technical content that highlights the advanced AI-rich capabilities of CXone Mpower’s product suite, translating complex product features and data-driven insights into clear, approachable information for diverse audiences.
• Simplify and convey complex AI concepts for a diverse internal audience, enabling employees across the organization to effectively understand and advocate for CXone Mpower’s AI-driven product suite.
• AI-Powered Content Creation : Utilize AI writing assistants, content generation platforms, and NLP tools to enhance efficiency, consistency, and quality of internal documentation.
• Tool Evaluation & Adoption : Work with our AI Leads to continuously research and evaluate new AI tools and techniques to improve content creation speed, accuracy, and scalability.
• Cross-Team Collaboration : Work closely with internal engineering, product, and service operations teams to gather technical information and ensure documentation accuracy.
• Content Quality & Review: Review and edit AI-generated content for technical accuracy, readability, and usability.
• Content Strategy & Insights : Drive content improvements by analyzing internal documentation performance and leveraging AI-driven insights.
• Documentation Standards : Maintain version control and adhere to internal documentation standards, ensuring accuracy and consistency.

Have you got what it takes?

• 5+ years of experience in technical writing, preferably in software, SaaS, or customer experience solutions.
• Proven experience using AI writing tools (e.g., ChatGPT, Jasper, Writer.com, Grammarly, GitHub Copilot) in content creation workflows.
• Excellent writing, editing, and communication skills with a sharp eye for detail.
• Ability to translate complex technical information into clear, concise, and user-friendly internal documentation.
• Experience with knowledge management systems (KMS) and documentation platforms (e.g., Confluence, Markdown, ReadMe).
• Familiarity with AI ethics, prompt engineering, and human-in-the-loop content workflows is a plus.
• Ability to work independently, manage multiple projects, and mentor other team members.

You will have an advantage if you also have:

• Bachelor’s degree in Technical Communication, Computer Science, English, or a related field.
• Familiarity with customer experience solutions and their internal configuration and deployment documentation.
• Strong analytical skills with experience in leveraging AI-driven data insights.
• Experience with structured authoring tools (DITA, XML) is a plus.

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

How will you make an impact?

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NICE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NICE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NICE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

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

How will you make an impact?

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NICE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NICE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NICE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

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