TTEC Digital - Senior Consultant - NICE CxOne Platform (10-12 yrs)

About the Job

Position Purpose :

You will be the cornerstone of our NICE platform solutions delivery. You will be responsible for the end-to-end architectural design, solutioning, and technical leadership of NICE CXone and related integrations for our clients.

This role demands a hands-on approach, combining deep technical expertise with strong leadership and communication skills.

You will lead a team of NICE consultants in Hyderabad, ensuring the delivery of high-quality, innovative solutions that meet and exceed client expectations. Your responsibilities will extend to pre-sales activities, driving innovation, and contributing to the growth of the NICE practice within the organization.

Job Responsibilities :

- Architect, design, and solution comprehensive NICE CXone and related platform solutions, considering complex business requirements and scalability.

- Develop detailed technical specifications, architecture diagrams, and implementation plans.

- Evaluate and recommend appropriate technologies and best practices for NICE platform integrations and customizations.

- Ensure solutions are aligned with industry standards and best practices for security, performance, and reliability.

- Provide technical guidance and oversight throughout the project lifecycle.

- Lead and mentor a team of NICE consultants in Hyderabad, fostering a collaborative and high-performing environment.

- Take full technical delivery ownership for projects executed from the India team.

- Lead work scope understanding and detailed requirement gathering with onshore teams and clients.

- Estimate effort, plan work, and allocate resources effectively for the India team.

- Conduct thorough code reviews and quality assurance checks to ensure high-quality deliverables.

- Manage project timelines, track progress, and proactively address potential risks and issues.

- Ensure adherence to project methodologies and best practices.

- CCaaS Domain Expertise : Possess deep understanding of Contact Center as a Service (CCaaS) concepts, functionalities, and best practices.

- NICE CXone and CXone Studio : Demonstrate advanced expertise in NICE CXone platform architecture, configuration, and customization, including proficiency in CXone Studio.

- Software Development : Apply strong development skills in C#, ASP.NET, and related technologies (VS.Net, XML, Web Services) to enhance and customize NICE solutions.

- Programming Languages : Possess a solid understanding of and hands-on experience with relevant programming languages such as C#, ASP.NET, JavaScript, and potentially Python, Java, or C++.

- Web Services and APIs : Expertise in working with RESTful and SOAP web services, and API integrations.

- Database Management : Understanding of database concepts and experience with relevant database technologies.

Network Infrastructure : Possess a foundational understanding of network infrastructure and its impact on CCaaS performance.

Actively participate in solution engineering and pre-sales activities, including requirement gathering, solution design, estimation, and proposal development.

Contribute to the creation of detailed proposals, statements of work, and contracts.

Conduct technical presentations and demonstrations to clients and stakeholders.

Drive training and development initiatives for the India team, ensuring continuous learning and skill enhancement.

Develop and maintain knowledge repositories and documentation.

Conduct knowledge sharing sessions and workshops to disseminate best practices and technical expertise.

Contribute to the achievement of operational metrics for the India team, including productivity, quality, and customer satisfaction.

Actively participate in the growth of the India team by identifying and recruiting talented individuals with relevant skills.

Identify and evaluate new technologies and trends in the CCaaS space.

Competencies :

Personal : Strong interpersonal skills, high energy, enthusiasm, integrity, honesty, flexibility, results-oriented, problem-solving ability, and the ability to handle demanding situations.

Leadership : Ability to gain credibility, motivate, and provide leadership; work effectively with diverse customer bases; maintain a positive outlook; provide support and guidance to junior team members.

Operations : Ability to manage multiple projects and products; perform tasks efficiently and effectively; utilize high-level expertise to address complex situations.

Technical : Deep understanding of technical components and the ability to deliver robust technical solutions.

Education, Experience, and Certification :

Master's degree in computer science, Information Technology, or Engineering (preferred).

Minimum of 10 years of overall experience in the customer experience software space.

Minimum of 3 years of hands-on experience with NICE CXone and UC environments.

Minimum of 6 years of software development experience, including design, custom coding (JavaScript, Python, Java, C++), and testing of real-time systems.

Proven experience with enterprise-level CCaaS architecture for complex business needs.

Familiarity with network infrastructure principles.

Strong team player with a desire to work in a fast-paced environment.

Certifications related to NICE CXone or relevant technologies (preferred).

Must be willing to work in Hyderabad office as per company policy

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