Technical Product Expert - Contact Center Technology (Nice), Experian Consumer Services (Remote)

Job Description

Description:

Experian's contact center team is looking for an experienced Technical Product Expert with expertise in the NICE suite of tools to lead our contact center transformation. Reporting to the Senior Director, MCE Technology Engineering, you will oversee the strategic delivery of our Contact Center Telephony Technology. We are looking for someone who is used to operating at a fast pace and team/customer feedback, can oversee several large projects, has experience writing detailed product specs and documentation, has experience communicating complex technical concepts to a variety of audiences, drives for results and has a high standard for quality.

You'll have the opportunity to:

• Strategic Planning: Develop a comprehensive product strategy for the contact center customer experience, aligning with our goals and customer needs

• Partner Management: Collaborate with team members across the company, including executive leadership, engineers, operations, to gather requirements, define priorities, and communicate progress

• Product Development: Work with engineering teams to build telephony solutions on the NICE platform ensuring seamless integration with existing systems

• Agile Methodology: Facilitate Agile ceremonies, including spring planning, daily stand-ups, retrospectives, and backlog grooming to ensure continuous delivery and iterative improvement of features

• Ongoing Analysis: Conduct research to identify trends, opportunities and risk in the market or based on internal feedback/metrics, providing insights to inform product development and positioning

• Customer Focus: Advocate for the voice of the customer, ensuring that product features and enhancements address customer pain points and add value

• Performance Monitoring: Establish goals to measure the success of our processes and use data-driven insights to implement continuous improvements and ongoing operational efficiencies

• Documentation: Create comprehensive product documentation

Qualifications

Qualifications:

• Experience: 3 to 5 years of relevant product or engineering experience with a focus in contact center technologies

• NICE Solutions: Experience with the NICE platform including CXOne, Workforce Engagement Manager, Agent Assist, Smart Assist (Amelia), and Enlighten AI. Including configuration, customization, and integration with other systems

• Technical/Communication: Technical background with the ability to understand complex technical concepts and communicate complex technical concepts to a variety of audiences with the ability to present ideas to diverse audiences

• Project Management: Experience leading large-scale transformation projects, with a background in delivering and time and within budget

• Analytical Skills: Proficiency in data analysis and interpretation based on quantitative and qualitative insights

• Problem Solving: You can identify issues, propose solutions, and lead resolution

• Customer-centric: Experience delivering exceptions customer experiences with an understanding of customer needs and pain points

• Agile Development: Experience working in an Agile environment including familiarity with scrum and kanban methodologies

Software

• NICE platform including CXOne, WEM, Agent Assist, Smart Assist (Amelia), and Enlighten AI (Required)

Bonus if you have experience with the following:

• Atlassian products - Jira and Confluence

• Salesforce

• AWS Services

• Bachelor's degree in a relevant field or experience in place of education

Additional Information

Benefits/Perks:

• Great compensation package and bonus plan

• Core benefits including full medical, dental, vision, and matching 401K

• Flexible work environment, ability to work remote, hybrid, or in-office

• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people's agenda very seriously and focus on what matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people-first approach is award-winning: Great Place To Work in 24 countries, FORTUNE Best Companies to Work, and Glassdoor Best Places to Work (globally 4.4 Stars), to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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