Customer Experience Technical Services Systems Integration Specialist

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Customer Experience Technical Services (TS) Systems Integration Specialist is a seasoned subject matter expert, responsible for providing technical support to clients.

This role is able to compile technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning.

This role works towards professional to expert level certification, whilst at the same time developing business knowledge.

What you'll be doing

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.

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.

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.

Workplace type:

Remote Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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