דרושים Senior Technical Support Trainer ב-Nice ב-Philippines, Manila

How will you make an impact?

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NICE products and services.
• Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise : Leverage deep knowledge of NICE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NICE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NICE products and services.
• Continuous Improvement: Contribute to the development and improvement of NICE products and services by identifying and recommending enhancements based on client feedback.

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 experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

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

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

How will you make an impact?

• Demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area.
• Provide advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.
• Exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.
• Mentor colleagues on communication, troubleshooting, and product knowledge, fostering a collaborative and supportive team environment.
• Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
• Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
• Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time.

Have you got what it takes?

• Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.
• 5+ years' technical customer service experience, preferably in technical support.
• Minimum 3 years advanced knowledge of technologies including SaaS, telecommunications, networking, scripting, and relational databases.
• Excellent technical, analytical, and problem-solving skills in complex, multi-platform environments.
• Superior written and verbal communication skills, with an assertive, articulate, and friendly approach.
• Effective time management and multitasking abilities in interrupt-driven environments.
• Proven ability to resolve escalated customer problems using internal and external resources.
• Strong collaboration skills, able to communicate effectively across various company teams and adapt to a fast-paced, agile environment.

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, Technical Support
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