Director, Professional Services

Taguig, National Capital Region ₱2500000 - ₱6000000 Y NICE

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Job Description

So, what's the role all about?

The Director, Professional Services is a blended role combining the skills of a principal with the management responsibilities of a consulting manager. This position is an organizational leader, leading both business and technical team members across the professional services organization. 

This position is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NiCE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The Director, Professional Services, depending on the types of projects onto which the team and she/he is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NiCE products based on best practices and customer requirements, coordinating inter-departmental activities within NiCE, tracking time and status within NiCE systems, and other tasks related to the success of her/his engagement.

This position is responsible for consultative performance in all areas related to NiCE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

How will you make an impact?

TECHNICAL

  • Provide senior-level technical configuration and, in some cases, programming as required.
  • Provide process, data, and object modeling in a variety of application and database environments.
  • Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
  • Provide technical architecture leadership, analysis, design, development, and enhancement.
  • Maintain senior-level expertise and currency in industry leading contact center technologies.

PROJECT

  • Serve as a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
  • Develop costing proposals for projects, perform risk analysis, and manage change control.
  • Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
  • Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

BUSINESS

  • Present a professional image in conduct, attitude and attire.
  • Assist with the development of client information management standards and evaluation of technology trends.
  • Contribute to business area assessment, user needs analysis and business systems design.
  • Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

SUPERVISORY

  • Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
  • Supervise and mentor all intermediate and junior level staff assigned as members of the project team.
  • Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to the project team.
  • Supervise and mentor all intermediate and junior level staff working on other projects under the area of responsibility.
  • Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
  • Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives.
  • Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
  • Responsible for workforce management for the department.
  • Adhere to the NiCE Code of Ethics and policies, and procedures.
  • Communicate in an effective and professional way with customers in and outside of the organization.

FINANCIAL RESPONSIBILITY

  • As a billable and customer-facing role, this position has significant financial impact on NiCE:
  • The Consultant's time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
  • The timeframe required for the Consultant to deploy a customer has a direct impact on NiCE's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer's contract.
  • The Consultant's ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.
  • The Consultant's ability to keep commitments, to hold him- or herself accountable and to handle delicate situations appropriately is critical to minimizing NiCE's exposure to liability. Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.
  • Reduce company liability by providing an accurate interpretation of the abilities of the NiCE suite of service.
  • Ensure expenses are accurately reported according to the existing company policies.

Have you got what it takes?

  • BS/BA in technical (e.g., Computer Science, Electrical Engineering) or business (e.g., Marketing, Management Information System) field or equivalent work experience is required. MBA is an advantage but not a requirement.
  • 12+ years of professional experience.
  • 5+ years management experience, leading a professional services global operations.
  • Implementation: broad skills in both technology, analysis, experience in communicating at a technical and functional level while managing business rapport.
  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
  • Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
  • Engineering Services: broad skills in specialized technical, functional areas; profound technical expertise around software engineering, programming languages, integration, and/or databases.
  • Desired personal profile: analytical, inquisitive, service, team-oriented, friendly demeanor, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr

Enjoy NiCE-FLEX

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 7939 Reporting into:PH Site Lead

Role Type:Director

This advertiser has chosen not to accept applicants from your region.

Professional Services Associate

Taguig, National Capital Region ₱1200000 - ₱2400000 Y FactSet

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Job Description

FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.

At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients' needs and exceeding their expectations.

Your Team's Impact:

Irwin is one of the fastest-growing FinTech companies in Canada. We are based in Toronto and are a leading provider of capital markets-focused financial technology with a mission to seamlessly connect the world's capital seekers and allocators to make them more productive, innovative, and successful. Our flagship product, Irwin, is a software platform used by investor relations and investment banking professionals all over the world.

Who You Are:

As a Professional Services Associate, you will have the opportunity to work with a diverse portfolio of clients and contribute to their success while honing your skills in the rapidly evolving field of investor relations.

This role reports to the Senior Manager of Professional Services.

What You'll Do:

  • Tailor and deliver a suite of services to each client, ensuring that their unique needs are met effectively.
  • Conduct in-depth research and analysis on financial markets, industry trends, and client-specific data to provide valuable insights.
  • Prepare and present comprehensive board reports, weekly market summaries, enhanced investor and analyst targeting reports, and peer read throughs.
  • Collaborate with internal teams to ensure the timely and accurate delivery of services to clients.

What We Are Looking For:

  • Bachelor's degree in economics, Finance, or related field.
  • With relevant experience in sales, client-facing roles, and financial analysis is a plus.
  • A deep understanding of the investor relations industry and financial metrics.
  • Proficiency in MS Office Excel and PowerPoint.
  • Strong organizational skills and ability to prioritize tasks effectively.
  • Excellent communication and presentation skills.
  • Ability to work well in a fast-paced team environment.

Company Overview:

FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees' Choice Award winner. Learn more at and follow us on X and LinkedIn.

At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.

This advertiser has chosen not to accept applicants from your region.

Professional Services Consultant

Mandaluyong, National Capital Region ₱1200000 - ₱2400000 Y Five9 Philippines Inc.

Posted today

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Job Description

Professional Services Consultant

Reporting to the Supervisor of the Professional Services team, you will perform project tasks such as system configuration, training, documentation, and customer follow-up. You will handle several projects simultaneously, providing expert recommendations for Contact Center Solutions in a Technical and consultative role.

Key Responsibilities:

  • Takes the lead in requirements gathering, configuration, product training, solution testing, and production rollout. Act as a Project Engineer (PE) or as a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project's implementation will be assessed and decided upon by PS management.
  • Build customer trust by setting expectations and ensuring their business needs align with the Five9 solution.
  • Exchanges standard/basic information with colleagues and immediate supervisor, project leaders, and other professionals in the team and group.
  • Technical resource for multiple internal and customer-facing projects simultaneously while needing little or no oversight and/or direction. This includes standard and advanced projects but is not limited to:

  • Integrations with Five9 partners (Salesforce, NetSuite, Velocity, etc.)

  • Digital Channel (Chat/Email/SMS)
  • Complex IVR configuration
  • APIs and Data dips (queries)

  • Learn and get trained to implement Five9 Integrations. Considerations include (but are not limited to) the following:

  • Integrations that require more than just screen-pops
  • Configuration including API post/get method to 3rd party CRM, advance scripts, HTML formatting, etc.
  • Handle escalated implementations requiring technical expertise and/or customer management needs.

Key Requirements:

  • Minimum of 3 to 5 years of experience in Professional Services Implementation and configuration experience in a Cloud computing or telephony environment
  • Has good verbal and written communication skills (English)
  • Has strong knowledge of hosted solutions (SaaS), VoIP, IVR, and Call Center skills/practices.
  • Has strong knowledge of CRM and Lead Management solutions (Salesforce, Velocify, NetSuite, Zendesk) is preferred.
  • Knowledgeable of Digital Engagement channels (Email, Chat, SMS)
  • Preferably graduate of IT or related technical course.

Key Skills:

  • Knowledge of Five9 and VCC-specific offerings and Call Center best practices.
  • Demonstrates Advance Technical Skills.
  • Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner.
  • Able to learn Five9 and PS values and actively apply them to projects.
  • Able to act as a Platform Configuration Engineer (PCE) or a Solution Architect (SA) when working on accounts. Whichever role type will be needed and applied to a project's implementation will be assessed and decided upon by PS management.
  • Must be a strategic thinker; able to understand the 'Big picture"; able to think quickly and adeptly while solving complex problems.
  • Willing to work in a permanent night shift schedule.

Company Benefits

  • Company stocks
  • Annual merit increase based on performance
  • 15% night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
This advertiser has chosen not to accept applicants from your region.

Professional Services Engineer, CX

Taguig, National Capital Region ₱1200000 - ₱2400000 Y NICE

Posted today

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Job Description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact?

  • Technical Implementation:
  • Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
  • Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
  • Optimize and maintain multiple AI bots, including both generative and legacy models.
  • Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
  • Project Management:
  • Collaborate with project managers to design and oversee end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
  • Ensure seamless project execution through inter-departmental coordination and clear communication.
  • Business Consulting:
  • Provide subject matter expertise on NICE digital products and AI solutions during client consultations.
  • Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
  • Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
  • Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

  • Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
  • 3+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
  • Proven expertise in:
    • Technical configuration and programming of AI and contact center technologies.
  • CRM integrations, APIs, and other ecosystem technologies.
  • Best practices for contact center operations and KPIs.
  • Familiarity with:
    • Generative AI models, NLU techniques, and automation principles.
  • Industry trends and emerging technologies in AI and digital customer engagement.
  • Desired personal traits:
    • Analytical and inquisitive mindset.
  • Team-oriented with strong interpersonal skills.
  • Early adopter of innovative technologies.
  • Strong sense of accountability and ownership.
  • Professional communication, behavior and demeanor.

What's in It for You?

Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.

Flexible Work Model:

Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.

Requisition ID: 8419

Reporting To: Manager, Professional Services

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

This advertiser has chosen not to accept applicants from your region.

Associate Professional Services, CX

Taguig, National Capital Region ₱900000 - ₱1200000 Y NICE

Posted today

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Job Description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

The role of the Associate Professional Services Engineer entails direct interaction with customers, offering expertise on NICE products and various aspects of the contact center industry. This encompasses areas like CRM, telecommunications infrastructure, analytics, and social media. Depending on project assignments, responsibilities include both technical duties and business-oriented tasks such as managing customer satisfaction, configuring NICE products, coordinating across departments, and ensuring project success. Additionally, this role involves leadership within the organization, including mentoring and coaching junior team members.

How will you make an impact?

  • Responsibilities involve providing consultative support for NICE solutions to various clients, including both public and private sector organizations with diverse information management and contact center setups.
  • Technical tasks include configuring, programming, and modeling processes, data, and objects across different application and database environments.
  • Database design, development, and maintenance are part of the role, alongside providing leadership in technical architecture and staying updated on contact center technologies.
  • In project management, tasks include overseeing system development lifecycles, creating project cost estimates and proposals, conducting risk analyses, and managing change control processes.
  • Business-related duties encompass conducting business analysis, assessing user needs, designing business systems, and preparing cost/benefit analyses and business cases for major projects.
  • Maintaining a professional demeanor and appearance is important, along with contributing to the development of client information management standards and evaluating technology trends.
  • Supervisory responsibilities involve overseeing junior staff or subcontracted personnel during project execution.

Have you got what it takes?

  • Bachelor's degree in technical or business field or equivalent work experience required.
  • 3-5+ years of professional experience beyond educational requirements.
  • Experience varies by specialization:
  • Implementation: Technology and analysis skills with strong communication abilities.
  • Business Optimization: Deep expertise in call center operations and KPIs.
  • Education & Enablement: Confident public speaking and training experience.
  • Engineering Services: Specialized technical skills in software engineering and integration.
  • Desired personal traits: Analytical, inquisitive, team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8814

Reporting into: Team Lead, Professional Services

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

This advertiser has chosen not to accept applicants from your region.

Implementation - Professional Services Engineer

Taguig, National Capital Region ₱900000 - ₱1200000 Y NiCE

Posted today

Job Viewed

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Job Description

So, what's the role all about?

The Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions.

How will you make an impact?

  • Technical Implementation:
  • Configure, program, and develop NICE solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations.
  • Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices.
  • Optimize and maintain multiple AI bots, including both generative and legacy models.
  • Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence.
  • Project Management:
  • Collaborate with project managers to design and oversee end-to-end project rollouts.
  • Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions.
  • Ensure seamless project execution through inter-departmental coordination and clear communication.
  • Business Consulting:
  • Provide subject matter expertise on NICE digital products and AI solutions during client consultations.
  • Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance.
  • Promote the use of AI tools to enhance decision-making and operational efficiency across business units.
  • Leadership and Mentorship:
  • Mentor and lead project teams, sharing expertise and fostering a collaborative environment.
  • Develop documentation and processes for emerging digital products from R&D teams.

Have you got what it takes?

  • Bachelor's degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience.
  • 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred.
  • Proven expertise in:
  • Technical configuration and programming of AI and contact center technologies.
  • CRM integrations, APIs, and other ecosystem technologies.
  • Best practices for contact center operations and KPIs.
  • Familiarity with:
  • Generative AI models, NLU techniques, and automation principles.
  • Industry trends and emerging technologies in AI and digital customer engagement.
  • Desired personal traits:
  • Analytical and inquisitive mindset.
  • Team-oriented with strong interpersonal skills.
  • Early adopter of innovative technologies.
  • Strong sense of accountability and ownership.
  • Professional communication, behavior and demeanor.
This advertiser has chosen not to accept applicants from your region.

Manager, Professional Services, CX

Taguig, National Capital Region ₱1200000 - ₱2400000 Y NICE

Posted today

Job Viewed

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Job Description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

The Manager Professional Services is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others. The Manager Professional Services, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE products based on best practices and customer requirements, coordinating interdepartmental activities within NICE, tracking time and status within NICE systems, and other tasks related to the success of his or her engagement. This position is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

Financial Responsibility

  • Ensure that customer product installations are made in timeframes provided by contracts and Statement of Work Statement of Work
  • Accurately adjust customer accounts ensure the appropriate fees are invoiced
  • Reduce company liability by providing an accurate interpretation of the abilities of the NICE suite of service
  • Accurately Track hours for customer billing
  • Travel Costs remain within budget
  • Assists with up selling to customers
  • Accurately enter products and services on customer account according to the contract
  • Manage to a project budget.
  • Ensure expense are accurately reported according to the Company's Credit Card, Travel and Purchasing policies.

Major Functions/Responsibility

  • This position is responsible for consultative performance in all areas related to NICE solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

TECHNICAL

  • Provide senior-level technical configuration and, in some cases, programming as required.
  • Provide process, data and object modeling in a variety of application and database environments.
  • Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
  • Provide technical architecture leadership, analysis, design, development, and enhancement.
  • Maintain senior-level expertise and currency in industry-leading contact center technologies.

PROJECT

  • Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
  • Develop costing proposals for projects, perform a risk analysis, and manage change control.
  • Provide business analysis, business area assessment, the user needs analysis, and business systems design for major projects.
  • Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

BUSINESS

  • Present a professional image in conduct, attitude and attire.
  • Assist with the development of client information management standards and evaluation of technology trends.
  • Contribute to business area assessment, user needs analysis and business systems design.
  • Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

SUPERVISORY

  • Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
  • Supervise and mentor all intermediate and junior level NICE staff assigned as members of your project team.
  • Supervise during project life cycle any intermediate or junior level client staff, or any subcontracted personnel assigned to your project team.
  • Supervise and mentor all intermediate and junior level staff working on other projects under your area of responsibility.
  • Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
  • Prioritize, assign, and manage department activities and projects in accordance with the department's goals and objectives.
  • Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload.
  • Responsible for recruiting, hiring, and firing for the department.
  • Follow the company Code of Ethics and NICE policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of NICE.

Have you got what it takes?

  • BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
  • 6+ years of professional experience beyond education requirements above.
  • 3 - 5 years management experience. Type of experience varies depending on Consultant's specialization:
  • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
  • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
  • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.
  • Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Requisition ID: 8703

Reporting into: Director, Professional Services CX

Role Type: People Manager

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

This advertiser has chosen not to accept applicants from your region.
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Delivery Practice Manager - Data Analytics, ASEAN Professional Services, ASEAN Professional Services

Manila, Metropolitan Manila Amazon

Posted 8 days ago

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Description
The Amazon Web Services Professional Services (ProServe) team is seeking an experienced Delivery Practice Manager (DPM) to join our ProServe Shared Delivery Team (SDT) at Amazon Web Services (AWS). In this role, you'll manage a team of ProServe Delivery Consultants while supporting AWS enterprise customers through transformative projects. You'll leverage your IT and/or Management Consulting background to serve as a strategic advisor to customers, partners, and internal AWS teams.
As a DPM you will be responsible for building and managing a team of Delivery Consultants and or Engagement Managers working with customers and partners to architect and implement innovative solutions. You'll routinely engage with Director, C-level executives, and governing boards, whilst being responsible for opportunity capture and driving engagement delivery. You'll work closely with partner teams; drive business development initiatives through thought leadership; provide portfolio guidance and oversight; and meet and exceed customer satisfaction targets. As a DPM you are primarily focused directly or through their teams, on understanding and defining business outcomes for customers by building trust, identifying applicable AWS Professional Services offerings, and creating proposals and SOW's.
Your experience gained leading teams within the technology sector, will equip you with the ability to optimize team performance through implementing tailored people development plans, ensuring your teams are aligned to customer needs, and have the skills and capacity to address customer outcomes. Possessing the ability to translate technical concepts into business value for customers and then talk in technical depth with teams, you will cultivate strong customer, Amazon Global Sales (AGS), and ProServe team relationships which enables exceptional business performance. DPMs success is primarily measured by consistently delivering customer engagements by supporting sales through scoping technical requirements for an engagement, delivering engagements on time, within budget, and exceeding customer expectations. They will hold the Practice total utilization goal and be responsible for optimizing team performance.
The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.
Key job responsibilities
As an experienced Professional Services Delivery Manager, you will be responsible for:
- Building and managing a high-performing team of Delivery Consultants
- Collaborating with Delivery Consultants, Engagement Managers, Account Executives, and Cloud Architects to deploy solutions and provide input on new features
- Developing and overseeing the implementation of innovative, forward-looking IT strategies for customers
- Managing practice P&L, ensuring on-time and within-budget delivery of customer engagements
- Driving business development initiatives and exceed customer satisfaction targets
About the team
Diverse Experiences: AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job below, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
Why AWS? Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture - Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth - We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance - We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Basic Qualifications
- 8+ years' experience in IT and/or Management Consulting, with at least 3 years in a people leadership role.
- Experience managing IT transformation projects
- Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience
- Highly strategic and analytical, possessing experience in solving business, product, and technical challenges and direct people management experience, leading high-performing service line teams including business operations and financial management.
- Hands-on experience leading the design, development and deployment of complex data & analytics strategies and solutions at scale supporting Fortune 500 companies across multiple industries and geographies; Proven experience with software development life cycle (SDLC) and agile/iterative methodologies.
Preferred Qualifications
- Advanced technology degree or AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
- Strong project management and resource management capabilities
- Financial acumen with P&L management experience
- Ability to navigate complex stakeholder relationships and drive change
- Sales and negotiation skills for opportunity capture and proposal development
- Excellent communication, presentation, and negotiation skills with the ability to build and maintain C-level client relationships
- Experience building data or machine learning pipelines, incl. deep learning, GenAI, LLM, etc. as well as hands on experience on AWS services like SageMaker and Bedrock, and programming skills such as Python, R, SQL, Java, Julia, Scala, Spark/Numpy/Pandas/scikit, JavaScript
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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Associate Professional Services Engineer, CX

Taguig, National Capital Region ₱104000 - ₱130878 Y NICE

Posted today

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Job Description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

The role of the Associate Professional Services Engineer entails direct interaction with customers, offering expertise on NICE products and various aspects of the contact center industry. This encompasses areas like CRM, telecommunications infrastructure, analytics, and social media. Depending on project assignments, responsibilities include both technical duties and business-oriented tasks such as managing customer satisfaction, configuring NICE products, coordinating across departments, and ensuring project success. Additionally, this role involves leadership within the organization, including mentoring and coaching junior team members.

How will you make an impact?

  • Responsibilities involve providing consultative support for NICE solutions to various clients, including both public and private sector organizations with diverse information management and contact center setups.
  • Technical tasks include configuring, programming, and modeling processes, data, and objects across different application and database environments.
  • Database design, development, and maintenance are part of the role, alongside providing leadership in technical architecture and staying updated on contact center technologies.
  • In project management, tasks include overseeing system development lifecycles, creating project cost estimates and proposals, conducting risk analyses, and managing change control processes.
  • Business-related duties encompass conducting business analysis, assessing user needs, designing business systems, and preparing cost/benefit analyses and business cases for major projects.
  • Maintaining a professional demeanor and appearance is important, along with contributing to the development of client information management standards and evaluating technology trends.
  • Supervisory responsibilities involve overseeing junior staff or subcontracted personnel during project execution.

Have you got what it takes?

  • Bachelor's degree in technical or business field or equivalent work experience required.
  • 3-5+ years of professional experience beyond educational requirements.
  • Experience varies by specialization:
  • Implementation: Technology and analysis skills with strong communication abilities.
  • Business Optimization: Deep expertise in call center operations and KPIs.
  • Education & Enablement: Confident public speaking and training experience.
  • Engineering Services: Specialized technical skills in software engineering and integration.
  • Desired personal traits: Analytical, inquisitive, team-oriented, friendly demeanor, early adopter.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8527

Reporting into: Manager, Professional Services

Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

This advertiser has chosen not to accept applicants from your region.

Senior Engagement Manager, ASEAN Professional Services

Taguig, National Capital Region ₱2500000 - ₱6000000 Y Amazon Web Services (AWS)

Posted today

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Job Description

Description
The Amazon Web Services Professional Services (ProServe) team is seeking a highly skilled and versatile Senior Engagement Manager (EM) to join our team and lead the delivery of complex cloud solution projects. In this role you will combine technical expertise with strong project leadership skills to drive successful implementations of AWS-based solutions for our clients. You will bridge business requirements with technical solutions, facilitating technical discussions and ensuring alignment with customer outcomes. Applying AWS frameworks like Well-Architected and Cloud Adoption Framework while demonstrating technical credibility across diverse stakeholders, you will distill customer needs into clear technical requirements, decompose complex problems, and make informed trade-off decisions considering performance, scalability, security, and business impact.

Possessing strong technology and program/project management experience, you will validate technical solutions against business goals, recognize when additional technical evaluation is needed, and manage technical risks. You will be expected to achieve and maintain relevant AWS certifications, develop domain-specific expertise, and effectively communicate technical concepts to both technical and business audiences. As you progress, you'll lead increasingly complex technical projects, shape cross-organizational technical strategies, and establish best practices in your domain. In this role you will apply your management and leadership capabilities to successfully execute project plans, proactively identify and manage risks, resolve issues, escalate when appropriate, and drive projects to successful completion, while exceeding customer expectation

The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.

Key job responsibilities

As an experienced technology program/project manager, you will be responsible for:

  • Leading and managing complex cloud migration and implementation projects
  • Leveraging comprehensive knowledge of AWS services, architectures, and best practices to guide technical decisions and strategic planning
  • Bridging business requirements with technical solutions, facilitating engineering discussions and ensuring alignment with customer business outcomes
  • Distilling customer needs into clear technical requirements and map them to business outcomes
  • Decomposing complex technical problems into actionable, deliverable solutions
  • Contributing to technical documentation and define documentation standards

About The Team
Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Basic Qualifications

  • Experience in cloud computing
  • Experience in project management of technical programs, supporting Fortune 500 companies across multiple industries.
  • Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience
  • 10+ years Project Management hands-on experience in managing and delivering enterprise level IT projects.
  • 10+ years Program Management /Engagement Management experience leading other project managers to deliver a program with multiple and concurrent projects.

Preferred Qualifications

  • AWS experience preferred
  • Project Management Professional (PMP) and/or AWS Certified Solutions Architect - Associate
  • Strong understanding of AWS services, architectures, and best practices
  • Experience applying AWS frameworks like Well-Architected and Cloud Adoption Framework
  • Proven ability to establish technical credibility with engineering teams and senior technical decision-makers
  • Demonstrated ability to successfully manage multiple and concurrent projects/customers.
  • Proven track record of increasing project scope and complexity and possesses a deep knowledge of Agile and Scaled program management best practices and how to pragmatically apply across large, complex projects.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company
- Amazon Web Services Philippines Inc.

Job ID: A

This advertiser has chosen not to accept applicants from your region.
 

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