NICE is seeking a Professional Services Engineer to install, deploy, and maintain our products and platforms directly at customer sites. You will be the technical expert on the ground, ensuring successful implementation, smooth upgrades, and proactive issue resolution.
What You'll Do
- Install, configure, upgrade, and deploy NICE products and platforms at customer sites.
- Apply hotfixes, service packs, and other product updates following NICE best practices.
- Participate in commissioning, testing, and certification activities during project delivery.
- Troubleshoot and resolve technical issues related to installation, configuration, or upgrade activities.
- Draft implementation and upgrade plans, outlining pre-check and post-check steps for customers and stakeholders.
- Collaborate directly with the client’s System Engineers to support NICE infrastructure across global sites.
- Maintain detailed site documentation, system specifications, and configuration records.
- Perform MAC (Move/Add/Change) activities and system maintenance as needed.
- Assist with NICE-related projects and change management activities.
- Create, track, and remediate cases according to severity and SLA requirements.
- Coordinate with suppliers and third-party representatives for integrated solutions.
- Provide technical guidance to customer administrators on configuration, administration, and user management.
- Manage customer relationships and expectations with clear, proactive communication.
- Participate in training programs, knowledge sharing, and special projects.
What We're Looking For
- Minimum 2–3 years of hands-on experience in installation, configuration, and upgrades of enterprise applications.
- Minimum 2–3 years of hands-on experience in Microsoft Windows Server administration.
- Minimum 2–3 years of hands-on experience in networking concepts (LAN/WAN, firewalls, load balancers, DNS, routing, etc.).
- Minimum 2–3 years of hands-on experience in SQL database administration and scripting (queries, stored procedures, troubleshooting).
- Strong troubleshooting skills, including log analysis and root cause identification.
- Ability to work effectively in medium to large teams and collaborate with cross-functional stakeholders.
- High customer service orientation with strong verbal and written communication skills.
- Ability to handle conflicts professionally and drive resolution.
- Represents NICE professionally in all customer interactions.
- Self-motivated, accountable, and capable of working independently.
- Flexible to work in shifts and outside standard business hours as required.
- Adapts well to changing environments and priorities.
- Shares knowledge proactively and collaborates effectively with team members.
Nice to Have
- NICE product experience.
- Experience with VoIP, CTI, and telephony systems (Avaya, Cisco, Genesys, etc.).
- Familiarity with PBX, ACD, and CTI integrations.
- Relevant certifications (MCSE, MCP, networking, database, or telephony).
Technical Stack
- Microsoft Windows Server
- SQL
- VoIP, CTI
- Telephony systems (Avaya, Cisco, Genesys)
NICE is an equal opportunity employer.
