דרושים אדריכל פתרונות ב-Nice ב-Philippines, Manila

Major Functions/Responsibilities:

• ​This position is responsible for business and technical performance related to the CXOne Mpower Quality Management, with secondary responsibilities understanding the CX product suite

TECHNICAL

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Mpower Quality Management
• Assist customers to achieve desired business outcomes and ROI for implemented products
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products
• For the Agent product demonstrate a strong command of the required technical skills, tools and supporting technologies

PROJECT

• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects

BUSINESS

• Present a professional image in conduct, attitude and attire.
• ​Communicate in an effective and professional way with customers in and outside of NICE.
• Demonstrate ability to manage client relationships at the Executive and Front Line Management level
• Consult NICE capabilities, available technologies, and solutions
• Assist internal training department to develop targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customers
• Provide product leadership for internal product forums and external customer forums
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied
• Always follow the company Code of Ethics and NICE policies and procedures

Required Education, Experience, and Specific Job-Related Skills

• ​BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 8+ years of customer engagement and industry experience beyond education requirements above
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations
• 3-5+ years of experience with Quality Management/Analysis in a call center environment.
• Type of experience varies depending on Product Experts area of specialization
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations.
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution
• Ability to display strong and commanding confidence as a product expert

Key Responsibilities:

• Serve as the subject matter expert for the organization’s reporting products, tools, and frameworks.
• Collaborate with stakeholders to gather requirements, understand KPIs, and translate business questions into effective reporting solutions.
• Design and deliver reports and dashboards that provide clear, actionable insights to users across business units.
• Define and maintain report data standards, documentation, and best practices.
• Optimize existing reporting structures and recommend enhancements for performance, usability, and accuracy.
• Provide training, onboarding, and support to internal users on how to effectively leverage reporting tools.
• Partner with data engineers and developers to ensure data availability, quality, and consistency across reporting layers.
• Monitor adoption and usage of reports; solicit feedback and iterate as needed to increase business value.

Preferred Skills:

• Experience in a SaaS or product-based company.
• Familiarity with cloud data platforms
• Understanding of contact center or customer experience data
• Experience with user research, requirements gathering, or Agile product development practices.

Required Qualifications:

• Bachelor’s degree in Information Systems, Business Analytics, Computer Science, or related field.
• 4+ years of experience in reporting, data analysis, or BI product ownership
• Advanced proficiency in at least one major BI/reporting platform (e.g., Power BI, Tableau, Looker, NICE, or similar).
• Strong understanding of data modeling, ETL processes, and database querying (e.g., SQL).
• Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
• Proven ability to manage multiple reporting projects and prioritize based on business impact.

Major Functions/Responsibilities:

• ​This position is responsible for business and technical performance related to the CXOne Mpower Quality Management, with secondary responsibilities understanding the CX product suite

TECHNICAL

• Provide technical configuration, best practice guidance and customized training to customers for the CXOne Mpower Quality Management
• Assist customers to achieve desired business outcomes and ROI for implemented products
• Engage internal product management organizations as necessary to ensure customer requirements are prioritized and incorporated into product roadmaps
• Maintain expertise and currency in industry leading contact center methodologies, processes, and technologies surrounding the use of Agent products
• For the Agent product demonstrate a strong command of the required technical skills, tools and supporting technologies

PROJECT

• Serve in a consultative capacity with the CXone project team, driving a successful customer/partner engagement lifecycle, ensuring appropriate internal resources are engaged as needed
• Provide business analysis, business area assessment, user needs analysis and business systems design for assigned projects

BUSINESS

• Present a professional image in conduct, attitude and attire.
• ​Communicate in an effective and professional way with customers in and outside of NICE.
• Demonstrate ability to manage client relationships at the Executive and Front Line Management level
• Consult NICE capabilities, available technologies, and solutions
• Assist internal training department to develop targeted product certification programs which ensure customer facing employees have the skills needed to appropriately represent our products with customers
• Provide product leadership for internal product forums and external customer forums
• Manage assigned case load in Salesforce to ensure customer SLAs are satisfied
• Always follow the company Code of Ethics and NICE policies and procedures

Required Education, Experience, and Specific Job-Related Skills

• ​BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 8+ years of customer engagement and industry experience beyond education requirements above
• 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations
• 3-5+ years of experience with Quality Management/Analysis in a call center environment.
• Type of experience varies depending on Product Experts area of specialization
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/contact centers; experience in the KPIs and best practices of contact centers and their operations.
• Professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Industry experience related to the specific product with understanding of technical and business needs from an implementation, technical or consultant practice
• Strong consulting skill set to uncover, strategize, and align client goals and objectives with a product solution
• Ability to display strong and commanding confidence as a product expert