Support Team Manager

hace 4 días


Bogota, Colombia Sutherland A tiempo completo

Sutherland provide technical assistance to the Regional Technical Manager, responsible to manage a technical implementation team, working with an innovative suite of software products and providing world class support to businesses utilizing NICE Workforce Management (WFM) and EEM products across the globe. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youSutherland provide technical assistance to the Regional Technical Manager, responsible to manage a technical implementation team, working with an innovative suite of software products and providing world class support to businesses utilizing NICE Workforce Management (WFM) and EEM products across the globe. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

**Main Responsibilities and Deliverables Strengthen relationships**:

- Manage client relationships and oversee Professional Services Engineers to ensure client success with NICE products and solutions.
- Direct management responsibility over a team of ~20 Professional Services Engineers who are responsible of delivering NICE IEX WFM Solution Globally.
- Manage escalations with clients.
- Ensure the implementation team is fully engaged and understanding of scope as well as client expectations.
- Follow up on possible risks during the engineer’s implementation.
- Work on Monthly reports for projects selected for Actual vs Sold justification.
- Participate on all process or software improvement meetings for WFM and EEM.
- Participate on Alpha/NPI, Product kick-off meetings, Revenue and Red Accounts calls.
- Work with RMO on resource assignments and PMO escalations.
- Watch over the resource assignments and workload for all regions and report any risks identified.
- Support PMO with prioritization of projects when there are resources constraints,
- Stand by during weekends/weeknights for any possible escalations during afterhours activities.
- Align emergency afterhours resources for last minute critical projects.
- Conduct 1:1 meeting with the PSEs.
- Motivate engineers by encouraging them to share their knowledge and expertise with the rest of the team and act as mentors in some areas.
- Prepare payroll events for payment (OT, vacation, sick leaves ).
- Create career path for the engineers within the company.
- Process vacation and permission requests.
- Screen and assist in the selection of new engineers
- Foster open and cross-functional communication

**Qualifications**:

- Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
- Advanced troubleshooting directly with end-user customers
- Significant NICE WFM, CXOne and/or EEM experience
- Prior management-related or functional Team Lead position***

**KNOWLEDGE, SKILLS, AND ABILITIES**
- Excellent problem-solving skills
- Demonstrated technical problem-solving proficiency
- World class customer service and communication skills, both verbal and written
- Ability to multitask and work well in a fast-paced environment


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