Description

Financial

Sr. Software Integration Engineer
Location: Taguig City, Philippines

The Sr. Software Integration Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around inContact/NICE Uptivity 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 inContact products NICE Uptivity, based on best practices and customer requirements, coordinating interdepartmental activities within inContact, tracking time and status within inContact systems, and other tasks related to the success of his or her engagement. The Sr. Software Integration Engineer is also an organizational leader and is expected to serve as a mentor and coach for junior staff.​

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

As a Sr. Software Integration Engineer, a Typical Day Might Include the Following:

  • This position is responsible for consultative performance in all areas related to inContact 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 senior-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 senior-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 a 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

  • Supervise during the project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
  • Mentor all intermediate and junior level inContact staff working on other projects under your area of responsibility.
  • Assist in employee review and assessment processes.
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of inContact.

​What You’ll Need:

  • BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
  • 10+ years of professional experience beyond the education requirements above. Type of experience varies depending on the Consultant’s specialization:
  • 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/call centers; experience in the KPIs and best practices of call centers and their operations.
  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
  • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise in software engineering, programming languages, integration, and/or databases.
  • Desired personal profile: Very smart, analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

ABOUT inContact: inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. inContact continuously innovates and is the only provider to offer a complete customer interaction platform in the cloud that is flexible, scalable, and reliable for enterprise, small business, government, and business process outsourcers. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.


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