Make an impact with NTT DATA
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Your day at NTT DATA
The Senior Technical Services (TS) Systems Implementation Specialist / Technical Lead is an advanced subject matter expert who is involved in highly complex environments for installation, integration, deployment, configuration and fault management.
This role is able to compile technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning.
This role works towards expert level certification, whilst at the same time developing business knowledge.
What you'll be doing
Key Responsibilities:
- Interacts with clients on site and remote to meet more complex requirements of a solution.
- Escalates unresolved problems and issues to the relevant third parties.
- Delegates lower complexity tasks to engineers and technicians.
- Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
- Writes reports and proposals and completes and maintains project documentation.
- Assists with the documentation of standard operating procedures relating to installations and fixes.
- Acts as coach and mentor to more junior Implementation Engineers and Technicians.
- Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets.
- May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
- Included in complex design work, with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Engages vendors for priority escalations or bugs found during deployments.
- Performs any other related task as required.
Knowledge and Attributes:
- Advanced understanding and appreciation of technical design and business principles.
- Advanced project fundamental and administration ability.
- Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
- Advanced customer engagement skills.
- Advanced relevant domain specialist knowledge.
- Excellent verbal communication skills.
- Client focused and displays a proactive approach to solving problems.
- Advanced ability to coach, mentor and provide guidance to team members.
- Ability to take ownership as technical lead during project lifecycle.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Relevant technology certifications such as -
- NICE - NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification; Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; NICE Inform.
- Avaya - Avaya VOIP Integrations; Cisco VOIP Integrations; Encryption; Multiple Data Centres (MDC); NICE Real Time Authentication; NICE Trade Recording; Avaya - Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya Experience Portal Administration.
- Verint - Workforce Management (WFM); Interactions; Speech; DPA.
- Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
- Genesys - Level 4 Courses - Genesys Cloud - Edge – Networking; Genesys Cloud - Edge – BYOC Premise Configuration; Genesys Cloud - Edge – How it Works; Genesys Cloud - Edge – WebRTC; Genesys Cloud - Edge – Survivability; Genesys Cloud - Edge – BYOC Premises and Edge Introductory Concepts; Genesys Cloud - Edge – Troubleshooting; Genesys Cloud - API – Conversation Management; Genesys Cloud - API – User Management; Genesys Cloud - API – Workforce Management; Genesys Cloud - API – Real-Time Reporting; Genesys Cloud - API – Quality Report Generation; Genesys Cloud - API – Historical Report Generation; Genesys Cloud - API – Authorization; Genesys Cloud - API – Introduction to the Platform API; Genesys - Decisions Administration; Genesys - Decisions Strategic Planning.
Required Experience:
- Advanced work experience in a technical implementation engineering.
- Advanced experience engaging with clients and conducting presentations.
- Advanced report writing experience.
- Advanced project management experience.
Workplace type:
Remote Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
