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Implementation Manager - OmniPlatform+

Req ID#:  82077

US

Implementation Manager - OmniPlatform+

Information Technology

 

Sitel is looking for an Implementation Manager- OmniPlatform+ to join our Global IT team.    As a member of our IT team you will not only build your skillset, but also have exposure to numerous environments and challenges.  While working with many major vendors, we deploy the latest technologies to our clients as well as our associates.  With our innovation-led approach and entrepreneurial spirit, you’ll always remain on the forefront of technology with a career at Sitel.

 

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

 

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

 

This position is responsible for the requirements gathering and initial implementation of Sitel’s OmniChannel+, cloud based call center technology service. This is a white-labeled cloud service delivered by NICE/inContact, augmented by Sitel’s telecom engineers. During periods of non-sales, this position will support the operation of the platform, in a “continuous improvement” manner. 

 

 

This individual should have an extensive knowledge of all of NICE inContact tools and functionalities.  Must understand the “Studio” product and be able to create complex IVR and OmniChannel routing call flows for all channels, including integration points to third party systems to meet client requirements.

 

 

Perhaps, the greatest part of being an Implementation Manager is to find out what customers’ requirements, documenting requirements, design call flows and integrations, create and modify these flows as needed.

 

Responsibilities:

 

  • Meet with the client at a design meeting to gather requirements for individual client implementation of the Sitel Omniplatform+ solution.
  • Identify and present creative and innovative solutions using the NICE inContact platform tools or other Sitel tools.
  • Interface with vendors and Sitel’s development teams to make sure that individual requirements are understood.
  • Manages certain Sitel, client and third party members to support the design and implementation of the client’s individual solution.
  • Answer product related inquiries or functionality questions from the client on the Sitel Omniplatform+/NICE inContact solution.
  • Estimate the total hours necessary to gather requirements, create Business Requirements Documents (BRD), design and create NICE inContact Studio call flows, perform/oversee QA testing of flows, modifications, and deployment into production.
  • Provide the Project Management team an overview of timeline to implement solutions and key milestones to make implementations successful.
  • Provide the Business Team information on the inContact tools, and costs/prices to implement the client solution.   
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

 

Experience Target:

 

  • 3 plus years in NICE inContact Studio Design with a focus on complex Voice IVR flows.
  • 5 plus years in a technical/service role in software, telecommunications or in contact center and/or service delivery environment.
  • 2 plus years as the main point of contact for a client implementations, including requirement gathering, design, implementation, testing, and launch a plus.
  • 3 plus years working directly with inContact CXone Solution, or similar vendor offering.

 

Requirements:

 

  • BA or BS in Computer Science, MIS or similar program – or equivalent work experience.
  • Nice inContact Studio Design experience is a must.
  • Knowledge of API, APO, SDK, WSDL, and WebServices integrations methods with third party application or databases a plus.
  • Ability to develop support and management plans/process for new client launches.
  • Understanding or experience in the BPO/Contact Center Industry.
  • Knowledge of contact center tools ACD/IVR/Call Recording/CTI and Reporting.

 

Special Certifications:

 

  • inContact tool certification/knowledge a major plus

 

Travel Required:

 

  • Travel – 25-50%

 

 

 

Implementation Manager - OmniPlatform+


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