Senior Specialist Software Engineer

So, what's the role all about?

The Senior Specialist Software Integration Engineer I is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around CXone products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring CXone products based on best practices and customer requirements, coordinating inter-departmental activities within CXone, tracking time and status within CXone systems, and other tasks related to the success of his or her engagement. The Associate Consultant is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• As a billable and customer-facing role, this position has significant financial impact on CXone:
• The Consultant's time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
• The timeframe required for the Consultant to deploy a customer has a direct impact on CXone's ability to begin recognizing revenue for new customers/existing customers. Ensure deployments are completed timely, accurately and according to customer's contract.
• The Consultant's ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.
• The Consultant's ability to keep commitments, to hold him- or herself accountable and to handle delicate situations appropriately is critical to minimizing CXone's exposure to liability.
• Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.

Major Functions/Responsibilities:

• This position is responsible for consultative performance in all areas related to CXone solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

TECHNICAL

• Provide Staff-level technical configuration and, in some cases, programming as required.
• Provide process, data and object modeling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain Staff-level expertise and currency in industry leading contact center technologies.

PROJECT

• Serve in a project manager capacity via management of 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.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

BUSINESS

• 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.
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

SUPERVISORY

• Follow the company Code of Ethics and CXone policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of CXone.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Required Education, Experience, and Specific Job Related Skills

Have you got what it takes?

• Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.

• 12+ years of professional experience beyond education requirements above. Type of experience varies depending on Consultant's specialization:
• 10+ years of JavaScript experience .
• Implementation & Solutions: broad skills in both technology & analysis
• Business Optimization: deep skills around business analysis/call centers
• Expert Services: deep skills in specialized technical & functional areas
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Desired personal traits:

• Prior consulting experience.
• Computer Telephony Integration (CTI)
• Administration of Windows Server and Desktop and/or Linux OS
• Active Directory and DNS
• Familiarity with project life cycles
• Visio development
• VMware knowledge
• PCI/Security Networking and networking protocols: LAN, WAN, TCP/IP
• Technical certification, e.g., MCSE, Cisco, Avaya
• Microsoft SQL installation and queries including SSRS
• JavaScript
• NLU /ASR

What's in it for you?

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 6890
Reporting into: Tech Manager
Role Type: Individual Contributor