Professional Services Engineer, CX - Implementation

About NICE and MPower Proactive AI Agents
NICE Ltd.  (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the 100 largest corporations in the world, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Innovation efforts in cloud-native open platforms, artificial intelligence and analytics are driving rapid growth of our software products with reported revenues of USD 1.7 billion in FY 2020.   

MPower Proactive AI Agents has recently become a part of the NICE CXOne suite and is a market leader in proactive conversational AI.  

 MPower Proactive AI Agents is a cloud-hosted conversation platform. Proactive and omni-channel, MPower Proactive AI Agents leverages artificial intelligence, natural language understanding and machine learning so that global brands can transform their customer journeys. MPower Proactive AI Agents disrupts the traditional call-centres; just a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. This means that as well as being lower cost, MPower Proactive AI Agents can drive corporate KPIs harder and faster, at the same time as improving the customer experience. 

 

About the role
As a rapidly growing business, we are building a professional services team here in Manila. In this new role, you will become a MPower Proactive AI Agents expert and advocate, delivering high-quality implementations, analysis, support, and many more to clients across the globe.  

Working initially with both the EU and US teams you will provide implementation and support to our new and existing clients, then when MPower Proactive AI Agents expands into APAC, the Manila team will also lead the implementation, quality assurance, support, and delivery for local clients.

Key Responsibilities

• Become an expert in MPower Proactive AI Agents solution design consultancy and implementation 
• Work with global teams to build, test and support customer journeys and conversations from specification using our internal tooling 
• Learn clients’ business processes to define and document requirements for automated transactions of proactive customer journeys 
• Document End-to-End Application Integration Specifications 
• Configure, perform E2E testing, debug, and deploy the SaaS platform based on client requirements 
• Define and implement MPower Proactive AI Agents customer journey optimization strategies by utilizing data analytics in conjunction with a deep understanding of the MPower Proactive AI Agents transactional data model 
• Write queries in SQL and build reports and dashboards 
• Write and debug code snippets (in JavaScript) 
• Design and test APIs 
• Assist with training of new implementation specialists 
• Provide on-call support to global customers 

 

Basic Qualifications: 

• 4+ years experience in an implementation / professional services / consulting role 
• Graduated with a degree in a Computer Science / Business Analytics / Data Analytics / STEM type degree 
• Knowledge of basic programming languages and data structures 
• Knowledge of data analysis and SQL 
• A keen problem solver with a passion for learning 
• Ability to successfully work in a team-oriented, highly collaborative environment 
• Amenable to work shifting schedules and on hybrid arrangement

 

 Preferred Qualifications: 

If you don't have these but are willing to learn, please apply: 

• Technical expertise in data structure extraction and summarization 
• Experience with JavaScript, C#, SQL, HTML, CSS, Python 
• Experience with integration tools 
• Application knowledge of Excel, Tableau (or similar BI tool) 

Role Type: Individual Contributor