Senior Platform Engineer

Join us in bringing joy to customer experience. Nimbus Data Systems is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Senior Platform Engineer Job Overview: As a Senior Platform Engineer at Nimbus Data Systems, you will play a crucial role in delivering high-quality consulting and implementation services to Nimbus Data Systems’s enterprise customers. This position requires a deep understanding of cloud contact center solutions, a passion for customer success, and a drive to implement solutions that meet our clients' business needs. You will be responsible for leading the deployment, configuration, and optimization of Nimbus Data Systems’s products, ensuring successful project delivery from inception to go-live. Reporting to the Supervisor of Professional Services team, this customer-facing role includes currently existing deliverables for PCE, with the additional expectation of being an advanced resource and involvement in the mentorship program for the VCC and other Nimbus Data Systems partner systems. 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 Nimbus Data Systems 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 Nimbus Data Systems partners (Salesforce, NetSuite, Velocity, etc.) Digital Channel (Chat/Email/SMS) Complex IVR configuration APIs and Data dips (queries) Self-learn and implement new Nimbus Data Systems 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 (IB and OB), advance scripts, HTML formatting, etc. Handle escalated implementations requiring technical expertise and/or customer management needs. Provide an extra pair of eyes or takeover escalations that require technical expertise. Mentor IMs and other PCEs. Handle add-on projects alone that don’t need a PM. If the need arises and as deemed by the Manager and Director of Professional Services, you may also work on Enterprise projects to fill the gaps in resources within the PS organization. Key Requirements: Preferably with minimum of 12 years of professional experience working in a Contact Center as Service or Software as a Service related industry. 7 years of experience working as a Contact Center Software Professional Services Consultant Able to explain and elaborate on Nimbus Data Systems technical matters regardless of customer's level of proficiency and complexity. Experience implementing Genesys, InContact/NICE or Contact Center Software Projects Experience in Advanced Integration projects (Salesforce, Velocify, NetSuite, Zendesk, ServiceNow, Dynamics 365 etc.) All intermediate-level expertise will be used as a pre-requisite on top of any of the following criteria indicated below: Able to articulate and implement SSO requirements and solutions to the customer by him/herself. SMS API through WFA WFA implementation Able to articulate and implement uncharted API systems with Nimbus Data Systems (e.g., HubSpot, home-grown CRMs, etc.) Nested IVR trees with the use of external variables (optional) Able to implement Securepay or IVA (optional) HookAPIs ESS (Event Subscription Services) Able to translate SIP requirements to business language to both internal and external. Digital Channel Implementations DVA connection Others: Reporting build and consultation. Able to articulate the business requirements from and to the customer. Data analysis from the previous system and use it for decision-making in Nimbus Data Systems. PS Custom Asset implementation PS Live Chat/Social Contributor or Core lead for release readiness Knowledge of any programming language is a plus. Preferably graduate of IT or related technical course. Key Skills: Demonstrates Advance Technical Skills. Able to provide customers with best practices and recommendations for managing their call centers in a consultative manner. Demonstrate Nimbus Data Systems and PS values and actively apply them to projects. Own technical aspects of the implementation. Must be a strategic thinker; able to understand the ‘Big picture”; able to think quickly and adeptly while solving complex problems. Capable of handling demanding customers and managing Customer/Sales/management escalations Exceptional communication and presentation skills, with the ability to engage with both technical and non-technical stakeholders. 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, 13 th month pay, Solo parent leave, Special leave for women) #LI-MB1 Nimbus Data Systems embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Nimbus Data Systems is an equal opportunity employer. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal . Note: Nimbus Data Systems will never request that an applicant send money as a prerequisite for commencing employment with Nimbus Data Systems.