At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Senior Professional Services Engineer

As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a ContactEngine expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when ContactEngine expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

Key Responsibilities…

Become an expert in ContactEngine solution design consultancy and implementation
Assist with training new team members, partners, clients, and many more
Work with global teams to build, test, and support customer journeys and conversations from specification using our internal tooling
Work with clients to collect requirements and advice on solutions
Learn clients’ business processes to define and document requirements for automated transactions of proactive customer journeys
Understand, propose, improve, implement processes
Document End-to-End Application Integration Specifications
Configure, perform E2E testing, debug, and deploy the SaaS platform based on client requirements
Define and implement ContactEngine customer journey optimization strategies by utilizing data analytics in conjunction with a deep understanding of the ContactEngine transactional data model
Monitor journey health and performance
Write queries in SQL and build reports and dashboards
Write and debug code snippets
Design and test APIs
Audit journeys to identify issues and improvements
Provide on-call support to global customers

Knowledge/Experience…

Basic Qualifications:

3+ years experience in an implementation / quality assurance / professional services / consulting role
Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree
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
Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
Engineering Services: skills in specialized technical & functional areas; technical expertise around software engineering, programming languages, integration, and/or databases
Desired personal profile: highly motivated, analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter
Amenable to work shifting schedules

Preferred Qualifications:

If you don't have these but are willing to learn, please apply:

Technical expertise in data structure extraction and summarization
Experience with JavaScript, C#, SQL, HTML, CSS, Python
Experience with integration tools
Application knowledge of Excel, Tableau (or similar BI tool)

About NICE

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, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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