Chubb is seeking an experienced CXOne DFO (Digital First Omnichannel) Solution Engineer to join our growing global engineering team.
The CXOne DFO Solution engineer is responsible for design, development, implementation, and serviceability of Chubb’s CX One digital channels.
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.
As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call & digital flow issues and outages.
Ideal candidates will possess high proficiency in CXOne studio & DFO or a similar technology, and have extensive delivery experience of complex contact center solutions.
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 DFO configuration in CXOne. 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 omni channel solutions. Drive architectural standardization and documentation for the contact center environments.
2.
Business Engagement (10%)
Interact with business customers and end user services to design and implement enhancements for DFO. Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured.3.
DFO Business Analysis & Design (20%)
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 DFO flows and integration. Drive architectural standardization and documentation for the contact center environments.
4
Automation (60%)
Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes to DFO services. Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models. Technical configuration for DFO. Ability to leverage the CXOne API's and integrations across an enterprise environment.
5.
Other [10%]
Undertake other business analysis/process improvements as assigned from time to time.
Experience:
Proven experience 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.
Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, contact center.
Minimum of 1 year of experience working in Nice CXone Studio.
Nice CXone Studio, DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot)
Working knowledge of RESTful / SOAP API, Object-Oriented Analysis / Object-Oriented Design methodologies.
Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia.
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.
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
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.
Bachelor’s degree or equivalent work experience recommended.
Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms.
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
1Continuous 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
2Initiative
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
2Results 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
1Values 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
Chubb is seeking an experienced CXOne DFO (Digital First Omnichannel) Solution Engineer to join our growing global engineering team.
The CXOne DFO Solution engineer is responsible for design, development, implementation, and serviceability of Chubb’s CX One digital channels.
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.
As a member of the broader Services team, the candidate will have direct responsibility for diagnosing and resolving complex integration and call & digital flow issues and outages.
Ideal candidates will possess high proficiency in CXOne studio & DFO or a similar technology, and have extensive delivery experience of complex contact center solutions.
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 DFO configuration in CXOne.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 omni channel solutions.Drive architectural standardization and documentation for the contact center environments.
2.
Business Engagement (10%)
Interact with business customers and end user services to design and implement enhancements for DFO.Lead discussions with automation in mind with an underpinning focused on enhancing both customer experiences & productivity enabling all outcomes to be measured.3.
DFO Business Analysis & Design (20%)
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 DFO flows and integration.Drive architectural standardization and documentation for the contact center environments.
4
Automation (60%)
Develop operational process automation using efficient technologies & procedures for Move, Adds, and Changes to DFO services.Leverage agile approaches and DevOps experiences for accelerated design and deployment, and documentation to improve automation, and improve operational models.Technical configuration for DFO.Ability to leverage the CXOne API's and integrations across an enterprise environment.
5.
Other [10%]
Undertake other business analysis/process improvements as assigned from time to time.
Experience:
Proven experience 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.
Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, contact center.
Minimum of 1 year of experience working in Nice CXone Studio.
Nice CXone Studio, DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot)
Working knowledge of RESTful / SOAP API, Object-Oriented Analysis / Object-Oriented Design methodologies.
Integration knowledge of Nice CXOne supported systems such as Microsoft dynamics and Amelia.
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.
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
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.
Bachelor’s degree or equivalent work experience recommended.
Strong background with NICE CXOne implementations ACD, IVR, WFM, including integrations with external platforms.
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
1Continuous 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
2Initiative
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
2Results 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
1Values 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