about 3 hours ago
Medellín, ColombiaMid Level / Senior
Responsibilities
- Collaborate with clients to gather requirements and design tailored implementation strategies.
- Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
- Implement the client’s portal using NICE platform tools and advanced features.
- Work closely with Engagement Managers and Implementation Consultants for successful onboarding.
- Troubleshoot technical issues during implementation and support User Acceptance Testing.
- Manage multiple client engagements simultaneously, ensuring timely delivery.
- Document configuration steps and create process plans for products or features.
- Act as a key resource for improving configuration and implementation processes.
- Provide feedback to the Product Management team for product enhancements.
- Use project management and ticketing tools to track implementation workflows.
- Design AI flows using various tools.
Requirements
- Bachelor’s degree in Telecommunications, Computer Science, or a related field.
- 3+ years of experience in implementing SaaS solutions, preferably in contact center or telecommunications.
- Previous experience in project implementation, customer service, or technical support.
- Experience in client-facing implementation to ensure successful project delivery.
- Knowledge of programming languages such as JavaScript, HTML, Perl, or Java.
- Experience with APIs, webhooks, and integrating third-party systems.
- Familiarity with IVR systems and contact center workflows.
- Basic knowledge of databases and writing SQL queries.
- Proficiency in troubleshooting and problem-solving in complex technical environments.
- Excellent communication skills to explain technical concepts to non-technical stakeholders.
- Self-motivated with strong organizational and time management skills.