Senior Implementation Engineer

Position at NICE CXone

Senior Implementation Engineer
Location: Remote, US

Senior Implementation Engineer's engage CIPs in a support capacity and provide specialized expertise around NICE CXone products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, integrations, ACD, WFM/QM and others.

The Senior Implementation Engineer functions in a project management facet to multiple assigned groups of CIPs, with an overall goal to make them an extension of NICE CXone's internal Professional Services department. Senior Implementation Engineer are responsible for both technical and business tasks including managing partner relationships, forecasts, program/process automation/development, technical product support, and implementation delivery. The Senior Implementation Engineer oversees the configuration of NICE CXone products, based on best practices and customer requirements, coordinate inter-departmental activities within NICE CXone, forecast delivery of projects by quarter, track time and status within NICE CXone systems, act as the escalation point for project risks/customer concerns, and other tasks related to the success of his or her engagement. This position is also a partner leader and is expected to serve as a mentor and coach for partner leadership, project and implementation managers.

This position is responsible for the performance in all areas related to NICE 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.

As a Senior Implementation Engineer, a typical day might include the following:

TECHNICAL

• Provide Level 2 technical support guidance to partners, internal junior team members and non-technical account managers
• Provide process, data and object modeling in a variety of application and database environments
• Perform quality audits on partner implementations
• Provide forecast updates to quarterly implementation commitments
• Provide assessment of database design, development, and enhancement, as well as management and coordination of changes to existing applications
• Provide insight to technical architecture leadership, analysis, design, development, and enhancement
• Maintain senior-level expertise in industry leading contact center technologies
• Coordination of Subject Matter and Product Experts to confirm configuration issues and or platform limitations

PROJECT

• Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects
• Provide consultative support for best practices regarding solution design and configuration
• Project tracking via NICE CXone systems and processes
• Act as point of escalation for implementation, technical, customer or project related concerns
• Ability to work in a fast-paced environment overseeing the deployment of up to 40 continuous projects

BUSINESS

• Conduct weekly meetings with partner leadership to cover issues, risks and project status
• Conduct quarterly business reviews with CIP leadership to go over actual performance and create action plans when needed
• Stakeholder and project sponsor of internal program and process changes
• Assist with quarterly forecasts and provide status updates to upper level management and sales teams on a continual basis
• Provide feedback and assist with the creation of partner program features, presentations, and internal evangelizing
• Present a professional image in conduct, attitude and attire.

PROGRAM MANAGEMENT

• Oversee multiple teams of CIPs, consisting of senior leadership, project managers, implementation managers and platform engineers
• Provide leadership to individuals on team(s) through coaching, feedback, QA audits, quarterly business reviews, and performance improvement plans
• Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives
• Responsible for onboarding both new CIPs and their Implementation Managers, including organizing of training and certification

LEADERSHIP

• Employ an assertive yet positive attitude in working with others to create standardized and consistent processes and to improve process issues that cause inefficiency, risk, missed targets, and frustration
• Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement
• Take ownership of escalations from partners, exemplifying the effective handling of difficult situations
• Exemplify escalation prevention, resource engagement and professional communication when escalation occurs
• Provide assistance in resolving complex issues across teams and throughout the company
• Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE CXone improve our performance and success
• Professionally and tactfully teaches proper process and methods that ensure partner service excellence
• Lead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team
• Add value to the company by finding, recommending and leading important projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE CXone, with little management intervention. Participation in these activities does not detract from the service, value, and outcomes provided to assigned accounts
• Fill advanced technical and process training needs and provide that training to others without prompting or requirement from leadership. The training improves others' effectiveness and efficiency
• Expert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same
• Can act as a backup for Associate Staff Partner Program or Staff Partner Program Manager roles as needed
• Follow the company Code of Ethics and NICE CXone policies and procedures at all times
• Communicate in an effective and professional way with partners in and outside of NICE CXone

Education Requirements:

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• MBA preferred.

Experience Requirements:

• The ability to perform in a cross functional role blending account management, business acumen and product specific technical skills
• 8+ years of professional experience beyond education requirements above
• Experience with managing external partnerships and coordinating with internal departments
• 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
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

Experience Preferred:

• Prior account management
• Project Management
• Relationship management

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.