Provisioning Specialist, CX

NICE•Sandy, UT

13h

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. A Provisioning Specialist is responsible for initiating and completing orders to RespOrg/port, route and provision inbound number services to the NICE CX network through internal and external carrier systems. These inbound services include local and toll free numbers for global markets. Provisioning Specialists are also responsible for port-away orders, as well as change and disconnection orders in the same systems where service would have been originally provisioned. This position monitors orders placed and received for completeness and accuracy.

Requirements

High school diploma or equivalent
Minimum of 1 year provisioning inbound number services or 1 year of customer service experience
Demonstrated ability to work within published service level agreements and meet deadlines
Effective planning and organizational skills
Detail oriented
Strong verbal and written communication skills
Competency serving in a team environment
Proven ability to work under pressure, handling escalated order requests

Nice To Haves

Experience handling email and scheduling appointments through Outlook
Intermediate knowledge of Microsoft Excel and Word
Experience managing a ticketing/work order/case queue in Salesforce or other CRM
Experience effectively prioritizing work from multiple sources (such as a queuing system, email, phone calls, instant messaging system, etc)
Data Entry Experience

Responsibilities

Operate within the processes and framework defined for provisioning of NICE CX's local and toll free number services.
Manage move, add, change and disconnection orders (MACDs) within queues. Document, in detail, all activities related to MACDs, within the company's order queuing systems.
Efficiently handle routine and escalated or expedited orders, managing time effectively so as to maintain completion of all orders within published SLAs.
Participate in customer go-live activities as needed. This may include hot-cut activities, engagement of carriers if services provisioned in those networks are not properly functional, rerouting on an ASAP basis, etc.
Communications, both verbally and in writing, should be clear and easy to understand for team members outside the department, as well as customers and sales partners who are less familiar with provisioning processes and concepts.
Efficiently handle emails directed to you as an individual contributor, as well as those that reach a group email queue. Emails to the group queue often require additional actions to be taken and Provisioners must be comfortable responding to those inquiries.
Contact customers, other NICE CX team members, or even sales partners to resolve discrepancies in paperwork information, technical questions or clarifications, performing these tasks within the limits of CPNI rules.
Perform a variety of tasks in Provisioning or other departments as dictated by management.
Attend meetings and training as required.
Back up other team members as needed during absences.
Work with leadership to understand department and company goals, then set personal goals and objectives. Personal/departmental/company goals will be communicated by leadership and it is expected that all members of the Provisioning team will actively seek to achieve the personal goals defined therein.