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Implementation Manager

NICE, Melbourne
Employment type: 
Full time
Management, Media, Project management

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Implementation Manager

Implementation Manager

 

Primary Purpose

​The Staff Implementation Manager is a partner and customer-facing, position chartered with engaging both partners and customers in a consultative capacity and providing specialized expertise around NICE inContact products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, and others.

This position, depending on the types of projects onto which he or she is deployed, will be responsible for both technical and business tasks including supporting and managing partner and customer expectations and satisfaction, configuring NICE inContact products based on best practices and customer requirements, tracking time and status within NICE inContact systems, and other tasks related to the success of his or her engagement.

The Staff Implementation Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff. 

Financial Responsibility

​

As a billable and partner and customer-facing role, this position has significant financial impact on NICE inContact:

·         The Implementation Manager's time can be 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 Implementation Manager to deploy a customer has a direct impact on NICE inContact's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately and according to customer's contract.

·         The Implementation Manager's ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.

·         The Implementation Manager's ability to keep commitments, to hold him- or herself accountable and to handle delicate situations appropriately is critical to minimizing NICE inContact's exposure to liability.

·         Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.

 

Major Functions/Responsibility

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

 

TECHNICAL

1.     Provide Staff-level technical configuration and, in some cases, programming as required.

2.     Provide process, data and object modeling in a variety of application and database environments.

3.     Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.

4.     Provide technical architecture leadership, analysis, design, development, and enhancement.

5.     Maintain Staff-level expertise and currency in industry leading contact center technologies.

 

PROJECT

6.     Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects as well as managing partner implementations

7.     Develop cos

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