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Customer Experience Technical Services Systems Integration Specialist
2 weeks ago
Key Responsibilities:
- Interacts with clients on site and remote to meet complex requirements of a solution.
- Escalates unresolved problems and issues to the relevant third parties.
- Responds to escalated client requests.
- Escalates complex problems to the relevant third parties.
- Writes reports and proposals and completes and maintains project documentation.
- Assists with the documentation of standard operating procedures relating to installations and fixes.
- Acts as coach and mentor to more junior Implementation Engineers and Technicians.
- Assumes responsibility for the coordination of the activities of the junior Engineers, in line with performance targets.
- Included in higher complexity design work, with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Performs any other related task as required.
- Drive Project and Esclation.
Knowledge and Attributes:
- Seasoned solution and service knowledge.
- Possess sound knowledge of CX infrastructure and systems.
- Seasoned problem analysis and solution formulation skills.
- Seasoned learning and service orientation.
- Demonstrates excellent attention to detail.
- Demonstrates proactive management.
- Demonstrates the ability to adapt to change and to think innovatively.
- Displays excellent verbal and written communication ability.
- Demonstrate the ability to engage with a variety of stakeholders.
- Possess excellent planning and time management ability.
- Demonstrate the ability to cope under pressure.
- Certified in Webex CC, MS Teams Direct Routing and Genesys Cloud
- Proficient in Cisco CUCM, PCCE, Unity Connection, Expressway
- Proficient in setting up Video Endpoint.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or a related field.
- Certifications such as NICE, plus 2/3 additional -
- NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification; Nexidia Data exchange framework; Nexidia; NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; NICE Inform; Avaya VOIP Integrations; Cisco VOIP Integrations; Encryption; Multiple Data Centers (MDC); NICE Real; Time Authentication; NICE Trade Recording.
- Certifications such as Avaya, plus 2/3 additional -
- Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya Experience Portal Administration; Verint; Workforce Management (WFM); Interactions; Speech; DPA.
- Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
- Genesys - Level 3 - Genesys Cloud CX - Development and Feedback – Usage for Supervisors; Genesys Cloud CX - Gamification; Genesys Cloud CX - AI/Bots – Knowledge Workbench; Genesys Cloud CX - AI/Bots; Fundamentals; Genesys Cloud CX - AI/Bots – Intent Miner; Genesys Cloud - Cloud Media Services – Business Continuity; Genesys Cloud - Cloud Media Services – Purchase to Port; Genesys Cloud - Cloud Media Services – Telephony Connection Options.
Required experience:
- Seasoned work experience in a technical implementation engineering.
- Seasoned experience engaging with clients and conducting presentations.
- Seasoned report writing experience.
- Seasoned project management experience.
