To deliver a range of Services to End User Customers to ensure the successful utilization and adoption of selected NICE solutions both as individual solutions and integrated end to end solutions.
Lead Customers through process of Discovery and Design for their NICE Solutions – utilising SME knowledge and industry best practice knowledge.
Drive Customers towards effective decision making processes to maintain programme delivery and momentum.
Conduct on site and remote based training to existing and new customers on various aspects of WFM/WFO Solutions
Design, Plan, Coordinate and Deliver Customer Custom Consultancy projects working with the Team and NICE Key Stakeholders.
Develop and maintain high level documentation to be used during customer delivery projects.
Develop and maintain accurate WFM /WFO related materials for issue to customer to aid training, usage and system adoption.
Develop, co-ordinate and deliver web based training and coaching sessions to customers on a scheduled and ad-hoc basis.
Be responsible for organising training events and ensuring all relevant communication with customer is carried out and all requirements to deliver an effective session are conducted.
Give all necessary assistance to the pre-sales, sales and service functions in the promotion of Education, Value Added Services and Product solutions to support sales process.
Attend team meetings and participate in team communication.
Adhere to health and safety regulations and NICE procedures.
Deliver to a professional and high standard of service.
Provide a professional, friendly, customer-focused point of contact for the department.
This role will ideally suit an individual who has a very good knowledge of the Resource Planning function within a Contact Centre environment and who also has excellent administrative and organization skills.
The role is ideal for someone with experience of resource planning who is looking to develop and move into a Vendor role supporting other customers.
The roll requires significant travel – albeit NICE is committed to developing partners in certain regions and increasing its volume of remote activity including Education.
The role will also have an administrative element to it with the role holder needing to maintain records relevant to the training delivered and the customer details. The role holder will be responsible for the coordination and planning of training events they are responsible for.
The ideal candidate will have experience of using a known WFM solution within a Resource Planning Function and demonstrate a good understanding of the way the system is used and interacts between various contact centre roles.
Need to be a highly effective written and verbal communicator.
Needs to be a confident presenter.
Efficient in the use of Word, Excel, PowerPoint.
Strong ability to independently learn new software and drive own development.
Highly motivated, customer focused, pro-active and able to work under own initiative.