Persistent Servicing

5 months ago

Malaysia Combined Insurance Full time

**Implementation & Support of CX One (70%)**:
Implementation and support of various types of contact center solutions with a focus on the Nice CXOne platform.

Work closely with business technologist and operating leads to develop new capabilities and operating models.

Responsible for technical documentation, development and troubleshooting Nice CXOne contact center platform solutions.

Comply with all standards, Service Level Agreements and Change Management policies as established by IT Management

Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's global infrastructure.

**New CX One Capability Deployment (25%)**

Act as the technical internal Subject Matter Expert (SME) for the NICE InContact platform.

Work with Data Engineering team to aid with the design and develop reporting platform solutions for CXOne data.

Engage with Operations Leads, Technology and vendor project teams to deliver project objectives when new capabilities are launched.

Determine third party or customer system (customer CRM, databases, service platforms) integration requirements and build or design integration services (API, URL calls, etc.) to the platforms as part of the contact center platform development efforts.

Reviews SOWs and provides input / feedback on project scope, deliverables, assumptions, and effort estimates with regards to post implementation support and maintenance.

Drive architectural standardization and documentation for the contact center environments.

Reviews and critiques Technical Deliverables

**Other Duties (5%)**

Support / engagement in other initiatives as requested.

  • Persistent Servicing

    5 months ago

    Malaysia Chubb Full time

    **Implementation & Support of CX One (70%)**: Implementation and support of various types of contact center solutions with a focus on the Nice CXOne platform. Work closely with business technologist and operating leads to develop new capabilities and operating models. Responsible for technical documentation, development and troubleshooting Nice CXOne...

  • Persistent Servicing

    5 months ago

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    Malaysia Chubb Full time

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