Role Purpose:

 

Chubb is seeking an experienced CXOne Solution Engineer to join our growing global engineering team.

 

The CXOne Solution Engineer is responsible for design, development, implementation, and serviceability of Chubb’s contact center inbound and outbound IVR / ACD solution and is the expert technical resource for contact center transformation projects.

 

The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious.

 

This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.

 

This role will also assist in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service.

 

As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call flow issues and outages.

 

 

 

 

 

 

Key Responsibilities: What is the role accountable for and what are its key responsibilities? Describe the key result areas for this role specifically, rather than those for the team or role family where this role works.

 

  1.

Architecture & Engineering (10%): 

 

Leverage understanding of contact center operations and inbound and outbound configuration in CXOne for IVR/ACD Leverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center solutions. Drive architectural standardization and documentation for the contact center environments.

 

2.

Business Engagement (10%)

Initiate and proactively engage projects with both business technologists and operating leads in response to business requirements and strategic infrastructure projects.  Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured. 

 

3.

IVR / ACD Business Analysis & Design (15%)

 

Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. Design, document and develop IVR / ACD inbound & outbound call flows. Drive architectural standardization and documentation for the contact center environments.

 

4

Automation (55%)

 

Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes telephony service. Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models. Technical configuration for IVR specific to Nice CXOne studio programming including scripting call flows in CXOne Studio Ability to leverage the CXOne API's and integrations across an enterprise environment. Leverage CX One technology including to enable screen pops and omnichannel routing of voice via web services.

 

5.

Other [10%]

 

Undertake other business analysis/process improvements as assigned from time to time.

 

 

 

 

 

Experience:

 

High proficiency in CXOne studio scripting or a similar technology and have extensive delivery experience of complex contact center solutions.

 

Contact center design & build experience including call flows, routing, (SMS/WhatsApp), systems & infrastructure architecture, design principles and implementation with cloud solution providers.

 

Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms.

 

Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia.

 

Working knowledge of RESTful / Soap API, Object orientated analysis and design methodologies.

 

3+ years of implementation experience in a cloud computing or telephony environment or 3-5 years’ experience in contact center operations or technology, or process management.

 

Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment.

 

Platform experience with leading collaboration technologies and certifications are a plus. Experience in one or more of the following: NICE inContact Genesys PureCloud / Engage Cloud Cisco Contact Center Enterprise Avaya Contact Center Experience with telecommunications providers, SIP trunking, and complex voice routing and regulations.

 

Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.

 

Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations

 

Strong ability to identify, understand and communicate business needs and application architectures for technical projects.

 

Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.

 

Excellent written/verbal skills; ability to effectively communicate is required.

 

Experience in understanding and communicating technical concepts to a non-technical audience.

 

 

Qualifications:  List the professional / academic qualifications required for the role.

 

 Bachelor’s degree or equivalent work experience recommended.

 

Languages:   List the languages required by this role and the level of fluency

 

Effective verbal and written communications in English. Additional language preferred: Mandarin/Cantonese would be advantageous. 

 

 

Competency Definition Indicators

Level required (1-4)

1 (very high) 2 (high) 3 (moderate) 4 (low)

Problem Solving 

 

Takes an organized and logical approach to thinking through problems and complex issues. 

-Simplifies complexity by breaking down issues into manageable parts 

-Looks beyond the obvious to get at root causes 

-Develops insight into problems, issues and situations 

1

Continuous Learning 

 

Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. 

-Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise 

-Takes advantage of formal and informal developmental opportunities 

-Takes on challenging work assignments that lead to professional growth

2

Initiative  

 

Willingly does more than is required or expected in the job. 

-Meets objectives on time with minimal supervision 

-Eager and willing to go the extra mile in terms of time and effort 

-Is self-motivated and seizes opportunities to make a difference 

1 Adaptability Ability to re-direct personal efforts in response to changing circumstances. 

-Is receptive to new ideas and new ways of doing things 

-Effectively prioritizes according to competing demands and shifting objectives 

-Can navigate through uncertainty and knows when to change course 

2

Results Orientation 

 

Effectively executes on plans, drives for results and takes accountability for outcomes. 

-Perseveres and does not give up easily in challenging situations 

-Recognizes and capitalizes on opportunities 

-Takes full accountability for achieving (or failing to achieve) desired results 

1

Values Orientation 

 

Upholds and models Chubb values and always does the right thing for the company, colleagues and customers.

-Is direct truthful and trusted by others 

-Acts as a team player 

-Acts ethically and maintains a high level of professional integrity 

-Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb” 

2

 

 

Business Responsibility (to be completed together with your HR Manager)

     

Management Responsibility? 

Yes

No

Number of people managed:

Direct: None

 

Indirect: None

 

 

Role Purpose:

 

Chubb is seeking an experienced CXOne Solution Engineer to join our growing global engineering team.

 

The CXOne Solution Engineer is responsible for design, development, implementation, and serviceability of Chubb’s contact center inbound and outbound IVR / ACD solution and is the expert technical resource for contact center transformation projects.

 

The candidate embodies sound engineering principals and is highly collaborative, creative, problem solving, and technically curious.

 

This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.

 

This role will also assist in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service.

 

As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call flow issues and outages.

 

 

 

 

 

 

Key Responsibilities: What is the role accountable for and what are its key responsibilities? Describe the key result areas for this role specifically, rather than those for the team or role family where this role works.

 

1.

Architecture & Engineering (10%): 

 

Leverage understanding of contact center operations and inbound and outbound configuration in CXOne for IVR/ACDLeverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center solutions.Drive architectural standardization and documentation for the contact center environments.

 

2.

Business Engagement (10%)

Initiate and proactively engage projects with both business technologists and operating leads in response to business requirements and strategic infrastructure projects. Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured. 

 

3.

IVR / ACD Business Analysis & Design (15%)

 

Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery.Design, document and develop IVR / ACD inbound & outbound call flows.Drive architectural standardization and documentation for the contact center environments.

 

4

Automation (55%)

 

Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes telephony service.Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models.Technical configuration for IVR specific to Nice CXOne studio programming including scripting call flows in CXOne StudioAbility to leverage the CXOne API's and integrations across an enterprise environment.Leverage CX One technology including to enable screen pops and omnichannel routing of voice via web services.

 

5.

Other [10%]

 

Undertake other business analysis/process improvements as assigned from time to time.

 

 

 

 

 

Experience:

 

High proficiency in CXOne studio scripting or a similar technology and have extensive delivery experience of complex contact center solutions.

 

Contact center design & build experience including call flows, routing, (SMS/WhatsApp), systems & infrastructure architecture, design principles and implementation with cloud solution providers.

 

Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms.

 

Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia.

 

Working knowledge of RESTful / Soap API, Object orientated analysis and design methodologies.

 

3+ years of implementation experience in a cloud computing or telephony environment or 3-5 years’ experience in contact center operations or technology, or process management.

 

Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment.

 

Platform experience with leading collaboration technologies and certifications are a plus. Experience in one or more of the following:NICE inContactGenesys PureCloud / Engage CloudCisco Contact Center EnterpriseAvaya Contact CenterExperience with telecommunications providers, SIP trunking, and complex voice routing and regulations.

 

Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.

 

Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations

 

Strong ability to identify, understand and communicate business needs and application architectures for technical projects.

 

Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.

 

Excellent written/verbal skills; ability to effectively communicate is required.

 

Experience in understanding and communicating technical concepts to a non-technical audience.

 

 

Qualifications:  List the professional / academic qualifications required for the role.

 

 Bachelor’s degree or equivalent work experience recommended.

 

Languages:   List the languages required by this role and the level of fluency

 

Effective verbal and written communications in English.Additional language preferred: Mandarin/Cantonese would be advantageous. 

 

 

CompetencyDefinitionIndicators

Level required (1-4)

1 (very high) 2 (high) 3 (moderate) 4 (low)

Problem Solving 

 

Takes an organized and logical approach to thinking through problems and complex issues. 

-Simplifies complexity by breaking down issues into manageable parts 

-Looks beyond the obvious to get at root causes 

-Develops insight into problems, issues and situations 

1

Continuous Learning 

 

Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. 

-Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise 

-Takes advantage of formal and informal developmental opportunities 

-Takes on challenging work assignments that lead to professional growth

2

Initiative  

 

Willingly does more than is required or expected in the job. 

-Meets objectives on time with minimal supervision 

-Eager and willing to go the extra mile in terms of time and effort 

-Is self-motivated and seizes opportunities to make a difference 

1AdaptabilityAbility to re-direct personal efforts in response to changing circumstances. 

-Is receptive to new ideas and new ways of doing things 

-Effectively prioritizes according to competing demands and shifting objectives 

-Can navigate through uncertainty and knows when to change course 

2

Results Orientation 

 

Effectively executes on plans, drives for results and takes accountability for outcomes. 

-Perseveres and does not give up easily in challenging situations 

-Recognizes and capitalizes on opportunities 

-Takes full accountability for achieving (or failing to achieve) desired results 

1

Values Orientation 

 

Upholds and models Chubb values and always does the right thing for the company, colleagues and customers.

-Is direct truthful and trusted by others 

-Acts as a team player 

-Acts ethically and maintains a high level of professional integrity 

-Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb” 

2

 

 

Business Responsibility (to be completed together with your HR Manager)

Management Responsibility? 

Yes

No

Number of people managed:

Direct: None

 

Indirect: None