Job Purpose: Provides expertise in application design of NICE solutions. Responsible for requirement gathering, creating project documentation deliverables, and application configuration on various customer billable projects.
Main Responsibilities and Deliverables:
Obtain, maintain, and update expert knowledge of NICE solutions; specific application functionality that leads to high level business value.
Work closely with customer service organizations to define application settings, reports, dashboards, and other configuration requirements.
Translate customer business requirements into application designs and configurations. Ensure that customer application design requirements are accurately captured, documented, communicated, and understood both internally at NICE and by customers.
Access the customer’s application and configure the system via the design documents agreed to with the consultant and customer.
Communicate and train others on NICE solutions – overall business value and process, as well as detailed features and functionality.
Assist in application testing for performance and reliability.
Use best practice methods, quality standards, and guidelines on all project phases.
Engage in additional responsibilities such as post-training support, assistance in development of materials, customer and internal meetings.
English B2 fluent conversational 2 + years of experience in workforce management.
Experience working with data analysis, metrics, reports and dashboards.
Experience in relevant industry (Contact Center, Trading Floor, 911 Dispatch, etc.)
Excellent customer facing skills.