Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 149 days ago

Nice CXOne Engineer (Temporary Hybrid) | BGC Taguig

Workable (global search)108,016 open roles

Where
Taguig, Metro Manila, Philippines
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowNice CXOne Engineer (Temporary Hybrid) | BGC TaguigWorkable (global search) · Taguig, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 149 days ago

Workable (global search) median: 7 days open

The posting

Work schedule: Predominantly Night Shift

Work setup: Temporary Hybrid (Onsite once a week)

Start Date: ASAP

Work Location: BGC Taguig

The Senior Telecom Analyst is a hands-on and dynamic role, maintaining the company's customer facing Contact Center omni-channel platforms and corporate telephony technologies. Expertise supporting the technology that enables our business and ultimately drives the customer experience is essential to be successful in this role. The role requires a technically-skilled individual with a focus for detail, sense of urgency, and a tenacious mind-set to overcome obstacles for this unique opportunity to work within the Global IT Infrastructure group.

Requirements:

  • At least 7 years of telecom engineering experience with focus on supporting Contact Center agent telephony solutions including Omnichannel and related technologies.
  • At least 5 years hands-on experience with Freshworks FreshDesk products (Email and Chat) or similar ticketing systems is strongly preferred. This includes administration of mailboxes, rules and templates, HTML, XML, and troubleshooting.
  • At least 5 years experience with NICE InContact CXone administration is strongly preferred. Includes application of best practices and concepts including ACD, CTI, IVR and how each applies to NICE InContact CXone platform components (MAX, ACD, Softphone, Inbound, Outbound Dialer, Scripting)
  • At least 3 years experience maintaining Avaya Call Recorder/NICE Call Recording is preferred
  • Experience supporting a global enterprise and regulatory requirements including PCI-DSS, GDPR, and CCPA.
  • Strong technical knowledge associated with enterprise email systems is preferred. Includes O365, email routing, DNS, SMTP, DKIM, DMARC, SPF.
  • Experience with Toll Free and DID numbers, and telecom carrier portals.
  • Experience with Microsoft Teams Operator Connect or Direct Routing a plus.
  • Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.
  • Knowledge of PSTN, TollFree, VoIP, and SIP implementations.
  • Ability to perform diagnostics and analysis to isolate call quality issues.
  • Strong analytical and problem-solving skills with ability to troubleshoot complex technical issues

Desired Skills:

  • Bachelor’s degree in Telecommunications, Information Technology, Engineering, Computer Science or related discipline, or an equivalent combination of education and experience in contact center operations.
  • Superior written, verbal, and presentation skills.
  • Goal oriented self-starter, motivated to succeed.
  • Team player who is willing to assist peers, management, and other departments to achieve positive outcomes for the company.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Certifications (Nice InContact CIP Core plus, CIP QM, CIP PC) or equivalet is a plus.
  • Excellent communication skills for interfacing with technical and non-technical stakeholders.
  • Programing skills in Python, scripting, or similar language will be a plus

Job Responsibilities:

  • Maintain enterprise Contact Center and corporate telecommunications systems
  • Design, configure, enhance, and test platform elements including call routing, IVR scripting, hours of operation, address book transfers, to meet business requirements.
  • Support maintenance of the telecommunications toll free and DID number portfolio, port orders, documentation, and ongoing utilization review for operational and cost efficiencies.
  • Serve as primary administrator and technical lead for Nice inContact CXOne platform including ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, and interaction analytics.
  • Manage Freshdesk and Freshchat administration including ticket lifecycle workflows, automation rules, SLA’s, routing rules, and user roles.
  • Design and implement complex call flow architectures using Nice Studio scripting for voice, email and chat channels.
  • Develop API integrations for backend systems and third-party applications.
  • Support collaboration and mentoring with team to effectively support telecommunications systems, including engaging cross-functional teams to provide appropriate expertise (API development, database, storage, and networking support).
  • Work closely with leadership to manage internal stakeholders and vendor relationships, to manage support tickets, review and maintain ongoing service levels, invoices, and drive cost reduction.
  • Collaborate with management to ensure efficient operation and ongoing improvement of systems and collaborate on designing and implementing new solutions for our clients.
  • Provide advanced troubleshooting for contact center issues, call routing problems and system integrations.
  • Update and review operational policies and procedures, and business continuity and disaster recovery documentation.
  • Create and maintain system documentation, call flow diagrams, and operational procedures, including knowledge base articles for common issues and solutions.
  • Support, design, and participate in Disaster Recovery exercises.
  • On Call rotation required
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Workable (global search)'s own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Workable (global search)'s form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Workable (global search)'s answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.