· Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize.
· Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments.
· Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective.
· Technical: Ability to understand all technical components and deliver on technical solutions.
Education, Experience and Certification
· Bachelor’s degree in computer science, IT, or engineering preferred.
· Overall 10+ yrs experience in customer experience software space
· 3 years or more experience in NICE CXone and UC environments.
· 6 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems.
· Experience with enterprise level CCaaS architecture for complex business needs.
· Network infrastructure experience.
· Desire to work in a fast-paced environment