Join NICE Ltd. as a Senior Implementation Engineer, where you will be the primary technical lead for deploying complex solutions to Public Safety customers. This hands-on role involves extensive travel and remote support to install, commission, upgrade, and cut over systems into stable, secure, production environments.
What You'll Do
- Travel to remote customer sites for installation, commissioning, upgrades, and go-live cut-overs.
- Perform remote installation of NICE application software and verify site prerequisites.
- Configure servers (COTS and NICE) and build virtualization platforms, including hardware installation.
- Load necessary software, including Windows components, anti-virus, telephony integration, and NICE applications.
- Connect equipment to customer networks and integrate with telephony environments (PBX, CTI).
- Troubleshoot and resolve technical issues, maintaining ownership of escalated problems.
- Manage customer relationships, communicate effectively, and provide detailed status updates.
- Complete site documentation, as-builts, and all Installation Test Procedures (ITP) prior to production.
- Provide basic system administration training to technical users and add learned lessons to the knowledgebase.
- Manage time reporting, update ticketing systems, and close cases in a timely manner.
What We're Looking For
- 3–5 years of field experience, with a minimum of 3 years in relevant implementation.
- Security+ certification is required.
- Hands-on experience with Windows Server 2008, 2012, 2016, 2019 and MS SQL Server 2008–2017.
- Strong knowledge of MSSQL and MySQL, including SQL installation and scripting.
- Excellent analytical, problem-solving, and customer service skills, especially in high-pressure situations.
- Exceptional verbal and written communication, follow-up, and reporting abilities.
- Strong networking, routing, and firewall skills.
- Experience with XML, JSON, MS PowerShell scripting, Wireshark, IIS, Active Directory/SSO, and data encryption.
- Hands-on experience with telephony: SIP VoIP, SIPREC, ISDN, T1, Digital/Analog Telephony, CISCO CUCM, AVAYA, Airbus Vesta, and West Viper telephony.
- Hands-on hardware skills (e.g., replacing hard drives, configuring components).
- Very strong PC knowledge and Microsoft/Network knowledge (MCP or better preferred).
- Availability for extensive travel on short notice and to work outside regular 8-hour days, including holidays, nights, and weekends.
Nice to Have
- AS/BS in Computer Science, Electrical Engineering, or related technical degree, or demonstrable extended experience of 10 years or apprentice in telephony.
- Certifications: A+, Network, H.P., MCSE, Microsoft Certification Professional (MCP), Cisco, Citrix, and Telephony products.
- Public Safety experience is strongly preferred.
- HP Server Certified.
- CTI/CDR knowledge.
- Experience with Voice over IP strongly preferred.
Technical Stack
- Windows Server, MS SQL Server, MySQL
- Networking and routing, Firewalls
- XML, JSON, MS PowerShell, Wireshark, IIS, Active Directory/SSO
- SQL Encryption, Data encryption with certificates
- Serial RS-232, Audio CODECs
- SIP VoIP, SIPREC, ISDN, T1, Digital and Analog Telephony, CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony, Log4Net
Work Mode
This role operates on a hybrid model, combining on-site customer work with remote support responsibilities.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
