ROLE: CXOne DFO Engineer (NICE 3rd Party Product)

SALARY: 10-15% hike on current salary

JOB TYPE: Full Time

LOCATION: Kuala Lumpur, Malaysia

JOB DESCRIPTION:

Role Purpose:

Client is seeking an experienced CXOne DFO (Digital First Omnichannel) Solution Engineer to join our growing global engineering team. 

The CXOne DFO Solution engineer is responsible for design, development, implementation, and serviceability of client’s CX One digital channels. 

The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious. 

This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments. 

As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call & digital flow issues and outages. 

Ideal candidates will possess high proficiency in CXOne studio & DFO or a similar technology, and have extensive delivery experience of complex contact center solutions.

Key Responsibilities:

1. Architecture & Engineering (10%):

• Leverage understanding of contact center operations DFO configuration in CXOne. 

• Leverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center omni channel solutions. 

• Drive architectural standardization and documentation for the contact center environments.

1. Business Engagement (10%) 

• Interact with business customers and end user services to design and implement enhancements for DFO. 

• Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured.

1. DFO Business Analysis & Design (20%) 

• Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. 

• Design, document and develop DFO flows and integration. 

• Drive architectural standardization and documentation for the contact center environments.

1.  Automation (60%) 

• Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes to DFO services. 

• Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models. 

• Technical configuration for DFO. 

• Ability to leverage the CXOne API's and integrations across an enterprise environment.

1. Other [10%] 

• Undertake other business analysis/process improvements as assigned from time to time.

Experience:

Proven experience to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. 

▪ Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, contact center. 

▪ Minimum of 1 year of experience working in Nice CXone Studio. 

▪ Nice CXone Studio, DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot) ▪ Working knowledge of RESTful / SOAP API, Object-Oriented Analysis / Object-Oriented Design methodologies. 

▪ Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia. 

▪ Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment. 

▪ Platform experience with leading collaboration technologies and certifications are a plus. ▪ Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations. 

▪ Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations 

▪ Excellent communication and collaboration skills; ability to effectively communicate across all levels is required. 

▪ Excellent written/verbal skills; ability to effectively communicate is required. 

▪ Experience in understanding and communicating technical concepts to a non-technical audience. 

▪ Bachelor’s degree or equivalent work experience recommended. 

▪ Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms. 

▪ Experience in understanding and communicating technical concepts to a non-technical audience.

Qualifications:

• Bachelor’s degree or equivalent work experience recommended.

Languages:

• Effective verbal and written communications in English. 

• Additional language preferred: Mandarin/Cantonese would be advantageous.