Principal Customer Experience Technical Services Systems Integration Specialist

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Your day at NTT DATA

The Principal Customer Experience Technical Services (TS) Systems Integration Specialist is a highly skilled subject matter expert, responsible for integration, deployment, configuration and fault management in highly complex environments within a technology domain.

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 highly complex requirements of a solution.
• Delegates lower complexity tasks to engineers.
• Assumes responsibility for the co-ordination of the activities of the junior engineers, in line with performance targets, leading by example and monitoring the quality of engineer's work when required.
• Writes reports and proposals and complete and maintain project documentation.
• Recommends improvements to standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to Implementation Engineers
• Included in highly complex design work, with input to the design expected.
• Expected to work independently and take ownership of relevant technologies according to domain or specialization.
• Monitors the quality of work produced by Engineers and Technicians and makes recommendations for continuous improvement.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledgeand Attributes:

• Extended understanding and appreciation of technical design and business principles
• Extended project fundamentals which are demonstrated in the execution of installations and other assignments
• Ability to take ownership as technical lead during project lifecycle
• Extended customer engagement skills
• Extended relevant domain specialist knowledge and expertise
• Excellent verbal communication skills
• Client focused and display a proactive approach to solving problems
• Ability to coach, mentor and provide guidance to team members

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Certifications such as NICE plus 3 additional - NICE Engage NCSE; NICE Engage NCIE (Installation); Sentinel Fundamentals; CXOne Basic Certification; CXOne Advanced Certification; CXOne ACD Administrator Certification.
• Additional certifications such as Nexidia Data exchange framework; Nexidia NCSE; Nexidia NCIE; Advanced Processing Automation (RTAM); NICE WFM (IEX); Compliance Centre; ICE Inform; Avaya VOIP Integrations; Cisco VOIP Integrations; Encryption; Multiple Data Centers (MDC); NICE Real Time Authentication; NICE Trade Recording.
• Avaya certifications plus 3 additional - Avaya Aura Core; Avaya Aura Contact Centre; Avaya IP Office; Avaya IP Office Contact Centre; Avaya Session Border Controller; Avaya Experience Portal Administration; Verint.
• Additional certifications such as - Workforce Management (WFM); Interactions; Speech; DPA
• Additional certification - *AQM + Authentication + Security + SSL.
• Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
• Genesys - Level 4 - 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:

• Extended wo