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Lead Professional Services Engineer
Location
Worldwide
Posted
90 days ago
Salary
0
Seniority
Lead
Job Description
Lead Professional Services Engineer
NICE
Role Description The Lead Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around Nice CXone products, the contact centre industry, and other contact centre ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. - Responsible for both technical and business tasks including managing customer expectations and satisfaction. - Configuring Nice CXone products based on best practices and customer requirements. - Coordinating inter-departmental activities within Nice CXone. - Tracking time and status within Nice CXone systems. - Engaging in consultative performance in all areas related to Nice CXone solutions provisioning, implementation, and deployment of technical and business solutions to clients. - Customer base consists of public and private sector agencies and businesses employing diverse information management and contact centre environments. Qualifications - Senior-level technical configuration and programming as required. - Process, data, and object modelling in various application and database environments. - Database design, development, and enhancement. - Technical architecture leadership, analysis, design, development, and enhancement. - Maintain senior-level expertise and currency in industry-leading contact centre technologies. Requirements - Serve in a project manager capacity managing end-to-end system life cycle development of small to large-scale projects. - Develop costing proposals for projects, perform risk analysis, and manage change control. - Provide business analysis, business area assessment, user needs analysis, and business systems design for major projects. - Present a professional image in conduct, attitude, and attire. - Assist with the development of client information management standards and evaluation of technology trends. - Contribute to business area assessment, user needs analysis, and business systems design. - Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team. - Supervise and mentor all intermediate and junior level Nice CXone staff working on other projects under your area of responsibility. - Always follow the company Code of Ethics and Nice CXone policies and procedures. - Communicate in an effective and professional way with customers in and outside of Nice CXone. Benefits - Billable and customer-facing role with significant financial impact on Nice CXone. - Ensure hours are accurately tracked and recorded on customer master account. - Timely and accurate deployments to begin recognizing revenue for new customers. - Ability to satisfy customers impacts loyalty and increased business. - Critical to minimize Nice CXone's exposure to liability. - Adjustments made to customer's account completed in accordance with the Company's Adjustment Policy. Company Description NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. - Known as an innovation powerhouse that excels in AI, cloud, and digital. - Consistently recognized as the market leader in its domains. - Over 8,500 employees across 30+ countries. - Proud to be an equal opportunity employer.
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