Job Location: Colombo

CX Delivery Engineer (L2 or L3)

Position Overview

• A CX (Customer Experience) Delivery Engineer plays a crucial role in ensuring the successful implementation and delivery of customer experience solutions. The primary focus is on designing, configuring, and deploying systems and technologies that enhance the overall customer experience.
• You will be expected to work as part of the overall Customer Experience (CX) team, learning from others, and providing your own insights and knowledge to others in the team.
• The job description for a CX Delivery Engineer include the following responsibilities and qualifications:

Responsibilities

Solution Design

• Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions.
• Develop and document technical specifications and system architectures for CX projects.

Configuration and Customisation

• Configure and customise customer experience platforms and technologies to meet specific client needs.
• Implement and integrate third-party tools and systems to enhance the overall customer experience projects.

Implementation and Deployment   

• Lead the implementation and deployment of customer experience solutions.
• Ensure that the delivery of solutions aligns with project timelines and meets quality standards.

Testing and Quality assurance

• Conduct thorough testing of CX solutions to identify and remediate any issues.
• Implement quality assurance processes to ensure optimal performance and user satisfaction.

Collaboration

• Work closely with project managers, developers, and other contributors to ensure seamless collaboration and communication through the project life cycle.
• Provide technical expertise and support to internal and external teams.

Documentation

• Create and maintain comprehensive documentation for implemented solutions, configurations, and processes.

Continuous Improvement

• Stay updated on industry trends and best practices in CX technology.
• Proactively identify opportunities for process improvement and efficiency gains.

Experience & Knowledge

• Bachelor’s degree in computer science, information technology or a related field.
• Previous experience in similar role with a focus on CX delivery.
• Hands-on experience and with the implementation and customisation of CX solutions.
• Certification on any of the following CCaaS platforms; Genesys Cloud, Zoom, Nice, Verint and other relevant technologies.
• Familiarity with integration between CCaaS and CRM systems (e.g. Salesforce, Dynamics365, etc.)
• Experience with AWS services preferrable (S3, Lambda, CloudWatch, CloudFront, Transcribe, etc.)
• Understanding of Node.js and/or Python preferrable.
• A friendly demeanour and “can do” attitude with a desire to drive a successful outcome.
• Customer-focused mindset with a strong commitment to provide exceptional service.
• Ability to work independently and collaboratively in a dynamic environment.
• Flexibility to adapt to changing project requirements and priorities.
• Ability to thrive in a dynamic and fast-paced environment.
• Excellent verbal & written communication skills.
• Excellent analytical and problem-solving skills.

Project Coordinator

The role:

• We are seeking an experienced Project Coordinator to assist with documentation, meeting management, project task tracking, and using time management skills to help the team stay on track. This includes co-ordinating resources, third-party contractors, or consultants, to assist with the delivery of projects to plan.
• Projects will carry agreed value and time constraints which must be delivered in line with the “Nexon Project Management Methodology” which is based upon “Prince 2”.
• The highly sought-after candidate that we are seeking for this dynamic, highly autonomous role will possess;
• Outstanding Stakeholder Management and Engagement Skills (internally & externally)
• Qualifications in PRINCE2 Project Management Methodology is highly desirable
• Strong attention to detail
• Excellent Communication skills (both verbal & written)
• Thorough familiarity with word processing, spreadsheet, and project scheduling computer applications
• Ability to work effectively as a team member and independently,
• Ability to manage multiple priorities under pressure, trouble-shoot, and to meet short- and long-term deadlines
• Demonstrated experience in budget and financial management
• Excellent critical and creative thinking and analytical skills

Key Responsibilities:

• Manage resource allocation through online resource management tool.
• Provide financial reports at project closure or at agreed project “milestones”.
• Ensure the project management tracking tool is up to date and regular status reports submitted to management
• Attend customer site as necessary to deliver project outcomes.
• Maintain records for all official meetings (agendas and minutes).
• Complete project hand over to the Nexon team ensuring all deliverables are correctly accounted for. This will include but not be limited to, site diagrams, “as built plans”, customer contact details, contractual SLA’s, completion exception report etc.
• Attend team and corporate meetings as required.
• To attend meetings and training as required.

SharePoint Consultant Developer

Roles & Responsibilities

As a Developer, you will:

• Develop and implement solutions based on our modern workplace technology stack
• Support customers with any issues which may arise from time to time
• Assist engaging with customers when required to gather requirements and deliver solutions

Experience

• Expert knowledge in:
• Microsoft’s productivity, engagement, and collaboration solutions SharePoint and MS Teams
• Power Platform including Power Apps, Power Automate, and Power BI
• Development experience:
• C# Development skills
• An understanding of SharePoint development including Framework (SPFx)
• A solid foundation in developing web solutions using React and TypeScript
• Working in a team environment using git repositories for managing code
• Delivering small and large projects for customers
• 5+ years developing solutions
• Working with both agile and waterfall frameworks
• Ability to implement and deliver solutions creative technical solutions
• Experience with complex migration solutions and implementations

Must Have

• C# experience
• Experience in implementing and developing solutions:
• React (Class and Function components)
• TypeScript
• CSS
• Experience with SharePoint Development including Framework (SPFx)
• Strong understanding of SQL Server
• Experience in working with Dataverse and D365 Entity model
• Communication skills, both written and spoken

Consultant / Developer – Job Description

• You enjoy working as part of a collaborative, solutions focused team, but can work well independently
• You have strong attention to detail but can still see the big picture
• An interest on both user experience and integration with backend solutions

Nice to Have

• PowerShell
• Microsoft bot framework
• Building solutions in Azure, including but not limited to Function Apps, Logic Apps,
• Storage, Key Vault, APIM, Service Bus
• Design and implementation of API’s
• Custom connectors for Power Platform Power Apps, Power Automate, and Power BI
• Azure DevOps

ServiceNow Senior Engineer

• The ServiceNow Senior Support Engineer plays a crucial role in managing and enhancing our ServiceNow ITSM platform, ensuring optimal performance, reliability, and user satisfaction. This position involves advanced technical support, system administration, and operational improvements to support our business processes. The ideal candidate will have extensive experience with ServiceNow, demonstrating strong problem-solving skills and a commitment to excellence in service delivery.
• The Support Engineer is part of our support organisation entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and is integral to the success of our customers.
• In this role, the support engineer will resolve technical requests and issues created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
• A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, support ticket updates, as well as direct telephone support.
• Understanding the ServiceNow platform and all core functionalities will be essential to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
• Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. You will be an expert with the broad ServiceNow platform and process knowledge across a wide portfolio of services and products.

Key Responsibilities

• ServiceNow Management: Administer, configure, and maintain the ServiceNow platform to meet business requirements. Ensure system reliability, scalability, and performance.
• Incident and Problem Resolution: Provide advanced technical support for ServiceNow-related incidents and problems. Analyze and troubleshoot complex issues, ensuring timely resolution and minimal disruption.
• Change Management: Lead the planning and implementation of changes to the ServiceNow platform. Assess risks, test changes, and oversee deployment to production.
• Continuous Improvement: Identify opportunities for process and system enhancements. Implement best practices and automation to streamline operations and improve service delivery.
• Collaboration and Support: Work closely with IT teams, business stakeholders, and external vendors to align ServiceNow functionalities with business goals. Provide training and support to users and junior staff.
• Documentation and Compliance: Maintain comprehensive documentation for system configurations, processes, and procedures. Ensure compliance with IT policies, standards, and regulatory requirements.

Essential Knowledge, Skills and Experience

• Degree or relevant tertiary education in Computer or related discipline or recognized industry qualifications and experience;
• 5+ years customer facing technical support experience, with at least 3 years focused on ServiceNow.
• Ability to troubleshoot difficult complex technical issues
• Experience with JavaScript, HTML, CSS, and REST/SOAP web services.
• Personal commitment to quality and customer service
• Support managed services in upgrades, platform subscription usage
• Demonstrated ability to deliver to deadlines and adapt to changing priorities;
• Excellent problem-solving, communication, and interpersonal skills.
• Certifications (Certified System Administrator and at least a Certified Implementation Specialist certification)
• Ability to manage sensitive information and maintain a high degree of confidentiality;
• Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety.

Preferred / Highly Desirable

• Understanding of ServiceNow Licensing models across the platform;
• Knowledge across ServiceNow CSM, ITSM, HR, ITOM and SPM modules.
• Understanding of ITIL frameworks and their application in ServiceNow

Microsoft Dynamics CRM Developer

Responsibilities

• Perform other duties generally expected of administrative staff personnel
• Lead Practice Council
• Define and Develop Partnerships
• Skill Inventory
• Produce key project management deliverables such as project charters, project plans, resource plans, risk mitigation plans, change management plans
• Help with CRM business development and thought leadership
• Develop, implement and maintain a detailed project work plan, including appropriate controls, governance structures and monitoring to meet schedule, budget and quality goals
• Establish and support knowledge-management repositories
• Develop and implement change-management processes
• Engage partners with onshore, offshore and near-shore workforces

Qualifications

• Adept at delivering white-boarding and architectural design sessions for customers
• Involved in planning of system and development deployment responsible for performing analysis to identify if applications meet software compliance standards
• Expert SRS report writing and data schema knowledge using SQL and FetchXML
• Strong interpersonal skills and ability to interact with clients in a professional manner
• Obtain and maintain Microsoft certifications
• Proven design, planning and implementation experience with Dynamics CRM

Technical Analyst

RESPONSIBILITIES

• Analyse and map process flows and system data flows and associated life cycle events
• Capture data requirements, functional and technical specifications, data flows and mappings, user guides, best practices, and configuration settings
• Translate business requirements from stakeholders into technical solutions and maintain the integrity of business-critical systems
• Proactively identify and address delivery/technical issues and challenges in order to ensure business outcomes are delivered.
• Development and design of technical solutions relating to data and business systems
• Integration of systems and other technologies, ensuring they are efficient and meets operational needs
• Training and knowledge transfers to business stakeholders
• Collaborate with systems team, business stakeholders, system integrators and vendors to ensure changes to all system processes are done effectively
• Management of all data integrations and processes (eg API, web services, etc)

SKILLS

• Experience in gathering requirements and translating these to detailed user stories
• Experience with Cloud technologies (eg Azure,AWS, etc)
• Flexibility and adaptability, responding quickly when situations and priorities change.
• Proven experience as an Analyst, with a strong understanding of technical concepts and the software development lifecycle
• Familiarity with project management methodologies and tools
• Previous and demonstrated solutions design experience
• Experience in Solution and Technical Design and Delivery
• Desirable experience in applications such as Finance, CRM, Billing, etc
• A broad technical background in the software and infrastructure spectrum
• Experience in integration tools (eg. Boomi, Talend, Informatica, SSIS, etc)

DESIRABLES

• Bachelor’s Degree in Computing, Information Systems, Engineering or another related field
• Minimum of 5 years’ experience in enterprise architecture and platforms

ServiceNow Developer

Tasks and Responsibilities

• Participating in client workshops, requirement gathering to provide solutions
• Preparing and assisting with functional and technical design workshops and providing input into estimates
• implementing and delivering client solution in adherence to ServiceNow technical best practice and standards
• Hands-on technical delivery (including development, testing and implementation) of cost-effective ServiceNow solutions using a number of technical skills such as HTML, XML, JavaScript/AJAX, Integrations (web services, SOAP, email, MID, etc)
• Contributing to client engagements both individually and as part of the team
• Ensuring technical deliverables to customers are complete, timely, consistent and of the highest quality
• Working with various clients across commercial to enterprise
• Achieving and maintaining ServiceNow certifications within the various product lines

Skills and Experience

• IT Degree or relevant tertiary education in Computer Science and/or recognised industry qualifications and experience;
• Technical skills in web-based technologies (HTML, CSS, JavaScript, XML, JSON and Web Services)
• Minimum 2 years’ experience working within a software development or platform development role
• Exceptional interpersonal skills, verbal communication and written communication
• High level of attention to detail with pride in the accuracy and presentation of information
• Experience with process flow and data modelling
• Ability to quickly develop an understanding of business processes and demonstrate exceptional problem-solving skills and lateral thinking
• A passion to grow as a consultant and learn how to help customers achieve successful outcomes
• Ability to manage competing priorities in a complex environment and devise creative technical solutions;
• Demonstrated experience in Agile project techniques and the ability to work independently as well as within a large team environment

Preferred/Highly Desirable Skills and Experience

• Consulting experience in a software development discipline
• ServiceNow experience and certifications (Certified System Administrator, Certified Implementation Specialist)
• ITIL Foundations
• Experience working in a structured environment with an understanding of the principles of project management methodologies such as AGILE (Scrum) and Water Fall (Prince/PMBOK)