דרושים Traffic Management Specialist ב-Nice ב-Philippines, Manila

• 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.
• 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.

The Associate Partner Experience Specialist

A central responsibility of this role involves Business Process Management (BPM), which encompasses the management of various operational tasks, including but not limited to:

• Processing Orders: Ensuring that partner orders are handled accurately and efficiently, which is vital for maintaining trust and meeting service level agreements.
• Invoice Reviews: Conducting thorough examinations of invoices to verify accuracy, compliance, and prompt resolution of any discrepancies, thereby facilitating smooth financial transactions.
• Billing Audits: Performing detailed assessments of billing processes to ensure adherence to financial policies and identify opportunities for process improvements.
• Case Management: Overseeing and resolving partner-related cases or issues, ensuring timely and effective solutions that enhance partner satisfaction. To excel as an Associate Partner Experience Specialist at NICE, a comprehensive blend of technical expertise and interpersonal skills is essential.

Key competencies include:

• Product Knowledge and Industry Awareness: Maintaining an in-depth understanding of NICE's products and services, along with staying informed about industry trends, is crucial. This knowledge enables effective communication with partners and the provision of insightful recommendations. Engaging in self-directed learning and utilizing available NICE resources can aid in achieving this proficiency.
• Communication and Responsiveness: Clear and timely communication is vital for keeping partners informed about task statuses and completion timelines. Prompt responses to inbound communications—such as calls, emails, chats, and case submissions—are essential to meet targeted queue levels and demonstrate commitment to partner satisfaction. Effective communication skills are foundational for building trust and ensuring positive interactions. Provide internal support necessary to drive partner longevity and systematic growth.
• Problem-Solving and Decision-Making: Addressing partner issues promptly and effectively requires strong analytical thinking and decision-making abilities. The capacity to develop and implement appropriate solutions enhances partner satisfaction and contributes to long-term loyalty. Problem-solving skills are indispensable for maintaining positive interactions and resolving conflicts.
• Technical Proficiency: Familiarity with tools and systems relevant to order processing, invoicing, and case management enhances accuracy and productivity. Proficiency in these technical aspects ensures efficient handling of partner-related tasks and contributes to overall operational effectiveness.
• Adaptability and Flexibility: The dynamic nature of partner needs and evolving business environments necessitates the ability to adjust strategies and approaches as required. Adaptability ensures that the specialist can navigate changes effectively, maintaining alignment with organizational goals and partner expectations. Flexibility is crucial for responding to shifting priorities and unforeseen challenges.
• Attention to Detail: Ensuring accuracy in tasks such as billing audits and invoice reviews is vital for maintaining partner trust and compliance. Meticulous attention to detail helps prevent errors, fosters reliability, and upholds the organization's reputation for quality service.

Experience Requirements:

• Associate’s degree in related field or equivalent work experience required. 3-5 years dedicated customer or partner service experience
• 2+ years applicable customer or partner service support within the contact center industry
• Demonstrated success working in fast-paced environment while meeting customer/partner time constraints
• Demonstrated problem solving proficiency
• Strong oral and written communication skills
• Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns
• Work largely during the partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer

Experience Preferred:

• In-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts

Manager, Professional Services Partner Success
Individual Contributor