Director, Professional Services

• Provide senior-level technical configuration and, in some cases, programming as required.
• Provide process, data, and object modeling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain senior-level expertise and currency in industry leading contact center technologies.

• Serve as a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
• Develop costing proposals for projects, perform risk analysis, and manage change control.
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

• Present a professional image in conduct, attitude and attire.
• Assist with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

• Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
• Supervise and mentor all intermediate and junior level staff assigned as members of the project team.
• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to the project team.
• Supervise and mentor all intermediate and junior level staff working on other projects under the area of responsibility.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize, assign and manage department activities and projects in accordance with the department's goals and objectives.
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
• Responsible for workforce management for the department.
• Adhere to the NiCE Code of Ethics and policies, and procedures.
• Communicate in an effective and professional way with customers in and outside of the organization.

• As a billable and customer-facing role, this position has significant financial impact on inContact:
• The Consultant's time is 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 Consultant to deploy a customer has a direct impact on inContact's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer's contract.
• The Consultant's ability to satisfy his or her customers has a direct impact on the customer's likelihood of loyalty and increased business.
• The Consultant's ability to keep commitments, to hold him- or herself accountable and to handle delicate situations appropriately is critical to minimizing inContact's exposure to liability. Ensure that adjustments made to customer's account are completed in accordance with the Company's Adjustment Policy.
• Reduce company liability by providing an accurate interpretation of the abilities of the inContact suite of service.
• Ensure expenses are accurately reported according to the existing company policies.

• BS/BA in technical (e.g., Computer Science, Electrical Engineering) or business (e.g., Marketing, Management Information System) field or equivalent work experience is required. MBA is an advantage but not a requirement.
• 12+ years of professional experience.
• 5+ years management experience, leading a professional services global operations.
• Implementation: broad skills in both technology, analysis, experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
• Engineering Services: broad skills in specialized technical, functional areas; profound technical expertise around software engineering, programming languages, integration, and/or databases.
• Desired personal profile: analytical, inquisitive, service, team-oriented, friendly demeanor, early adopter

NICE Systems