Principal Consultant - NICE CXone

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose As the Principal Consultant, you will be responsible for architecting, designing and solutioning NICE platform solutions as well as leading a team of NICE consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client. You will also drive the innovation and growth of the NICE practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction. Job Responsibility · Experience of architecting, designing NICE platforms solutions and lead teams · Be available in-person in Hyderabad with commitment to office presence as per site working policies. · Able to take over technical delivery ownership for project work happening from India: o Lead work scope understanding and detailing with onshore or client teams. o Estimate and plan work for India team to deliver. o Review delivered work for requisite quality. o Code and test projects. o Attend meetings and training as required. o Work with system analysis and project management for the successful completion of a project. · Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts · Driving training & development and knowledge sharing aspects · Actively participate on India team growth for additional team size and new technical skills. · Will be jointly responsible for operational metrics for India team. · Hands-on Technical skills on: o Contact Center as a Service (CCaaS) software management and domain experience. o NICE CXone and CXone Studio Experience o Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET iv. Expertise on ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.) Competencies · Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize. · Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments. · Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective. · Technical: Ability to understand all technical components and deliver on technical solutions. Education, Experience and Certification · Bachelor’s degree in computer science, IT, or engineering preferred. · Overall 10+ yrs experience in customer experience software space · 3 years or more experience in NICE CXone and UC environments. · 6 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems. · Experience with enterprise level CCaaS architecture for complex business needs. · Network infrastructure experience. · Desire to work in a fast-paced environment TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

Principal Consultant - NICE CXone

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