Customer Experience Technical Services Systems Integration Specialist

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.