Implementation Engineer, CX

Job Title: Implementation Engineer

Location: Medellin, Colombia

Hybrid model: 2 times per week at the office. 

 

Role Overview:
Implementation Engineers collaborate with both new and existing clients to implement NICE products, acting as experts in configuring the client’s NICE portal and integrating it into their business processes. They take primary responsibility for setting up and implementing technical systems and applications, leveraging configuration tools, programming knowledge, and project management expertise.

Key Responsibilities:

• Collaborate with clients to gather requirements and design tailored implementation strategies.
• Configure contact center solutions, including advanced call flows, IVR paths, APIs, and integrations.
• Configure and implement the client’s portal, utilizing NICE platform tools, including advanced features like APIs and integrations.
• Collaborate closely with Engagement Managers and Implementation Consultants to ensure successful onboarding and implementation.
• Troubleshoot technical issues during implementation and support User Acceptance Testing (UAT) to meet client requirements.
• Manage multiple client engagements simultaneously, ensuring timely and high-quality delivery.
• Document configuration steps, create process plans, and develop guides for specific products or features.
• Act as a key resource for improving configuration and implementation processes, sharing best practices and identifying areas for efficiency gains.
• Provide feedback to the Product Management team to support product enhancements and client needs.
• Use project management and ticketing tools like Asana, Rocketlane, Salesforce, Jira, and Confluence to track and manage implementation workflows.

• Design AI flows using different tools (low code-no code designer, vibe coding, scripting)

Qualifications:

• Bachelor’s degree in Telecommunications, Computer Science, or a related field.
• 3+ years of experience in implementing SaaS solutions, preferably in the contact center or telecommunications space.
• Previous experience in project implementation, customer service, or technical support is required.
• Experience in client-facing implementation is essential, ensuring successful project delivery and building strong relationships.
• Knowledge of programming languages, such as JavaScript, HTML, Perl, or Java.
• Experience with APIs, webhooks, and integrating third-party systems.
• Familiarity with IVR systems and contact center workflows.

• Basic knowledge of Data Base and writing SQL queries
• Proficiency in troubleshooting and problem-solving in complex technical environments.

• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Self-motivated with strong organizational and time management skills.

Preferred Skills:

• 3 years of experience working with the LiveVox, NiCE, Genesys, Five9, Alvaria, TCN or similar.
• Knowledge of cloud technologies and platforms (e.g., AWS, Azure).
• Experience in implementing digital channels such as Email, SMS, Chat, and Chatbot, etc.
• Solution Architecture: Ability to design scalable outbound solutions that integrate with CRM, compliance systems, and analytics platforms.
• Solution Architecture: Ability to design scalable outbound solutions that integrate with CRM, compliance systems, and analytics platforms.
• Outbound Contact Center Expertise: Deep understanding of campaign orchestration, dialing modes (predictive, preview, progressive), and contact strategies.
• AI/ML Awareness: Understanding of how AI can enhance outbound operations (e.g., call outcome prediction, agent coaching)