Senior Professional Services Engineer

So, what’s the role all about?

The Senior Professional Services Engineer is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around [Employer hidden] CXone products, the contact centre industry, and other contact centre ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring [Employer hidden] CXone products based on best practices and customer requirements, coordinating inter-departmental activities within [Employer hidden] CXone, tracking time and status within [Employer hidden] CXone systems, and other tasks related to the success of his or her engagement.

How will you make an impact?

This position is responsible for consultative performance in all areas related to [Employer hidden] 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 centre environments.

Financial Responsibility

​As a billable and customer-facing role, this position has significant financial impact on [Employer hidden] CXone:

• The Professional Services Engineer’s time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
• The timeframe required for the Professional Services Engineer’s to deploy a customer has a direct impact on [Employer hidden] CXone's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer's contract.
• The Professional Services Engineer’s ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.
• The Professional Services Engineer’s ability to keep commitments, to hold him - or herself accountable and to handle delicate situations appropriately is critical to minimizing [Employer hidden] CXone's exposure to liability.
• Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.

Have you got what it takes?

• Provide senior-level technical configuration and, in some cases, programming as required.
• Provide process, data and object modelling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain senior-level expertise and currency in industry leading contact centre technologies.

Project

• Serve in a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
• Develop costing proposals for projects, perform risk analysis, and manage change control.
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.

Business

• Present a professional image in conduct, attitude, and attire.
• Assist with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.

Supervisory

• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to your project team.
• Supervise and mentor all intermediate and junior level [Employer hidden] CXone staff working on other projects under your area of responsibility.
• Always follow the company Code of Ethics and [Employer hidden] CXone policies and procedures.

Communicate in an effective and professional way with customers in and outside of [Employer hidden] CXone

What’s in it for you?

Learn more about the Benefits at [Employer hidden]

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at [Employer hidden] is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!