Principal 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 Principal Customer Experience Technical Services (TS) Systems Integration Specialist is a highly skilled subject matter expert, responsible for integration, deployment, configuration and fault management in highly complex environments within a technology domain.

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 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 more highly complex requirements of a solution.
• Delegates lower complexity tasks to engineers.
• Assumes responsibility for the co-ordination of the activities of the junior engineers, in line with performance targets, leading by example and monitoring the quality of engineer's work when required.
• Writes reports and proposals and complete and maintain project documentation.
• Recommends improvements to standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to Implementation Engineers
• Included in highly complex design work, with input to the design expected.
• Expected to work independently and take ownership of relevant technologies according to domain or specialization.
• Monitors the quality of work produced by Engineers and Technicians and makes recommendations for continuous improvement.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledgeand Attributes:

• Extended understanding and appreciation of technical design and business principles
• Extended project fundamentals which are demonstrated in the execution of installations and other assignments
• Ability to take ownership as technical lead during project lifecycle
• Extended customer engagement skills
• Extended relevant domain specialist knowledge and expertise
• Excellent verbal communication skills
• Client focused and display a proactive approach to solving problems
• Ability to coach, mentor and provide guidance to team members

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Certifications such as NICE plus 3 additional - NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional certifications such as Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; ICE Inform; Avaya VOIP Integrations; Cisco VOIP Integrations; Encryption; Multiple Data Centers (MDC); NICE Real Time Authentication; NICE Trade Recording.
• Avaya certifications plus 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.
• Additional certifications such as - Workforce Management (WFM); Interactions; Speech; DPA
• Additional certification - *AQM + Authentication + Security + SSL.
• Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
• Genesys - Level 4 - Genesys Cloud - Edge – Networking; Genesys Cloud - Edge – BYOC Premise Configuration; Genesys Cloud - Edge – How it Works; Genesys Cloud - Edge – WebRTC; Genesys Cloud - Edge – Survivability; Genesys Cloud - Edge – BYOC Premises and Edge Introductory Concepts; Genesys Cloud - Edge – Troubleshooting; Genesys Cloud - API – Conversation Management; Genesys Cloud - API – User Management; Genesys Cloud - API – Workforce Management; Genesys Cloud - API – Real-Time Reporting; Genesys Cloud - API – Quality Report Generation; Genesys Cloud - API – Historical Report Generation; Genesys Cloud - API – Authorization.
• Genesys Cloud - API – Introduction to the Platform API; Genesys - Decisions Administration; Genesys - Decisions Strategic Planning.

Required Experience:

• Extended work experience in a technical implementation engineering.
• Extended experience engaging with clients and conducting presentations.
• Extended report writing 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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