NICE is looking for a Senior Professional Services Engineer to be the primary technical lead for deploying complex solutions for Public Safety customers. In this hands-on, field-facing role, you will travel to customer sites to install, commission, upgrade, and cut systems over to production, ensuring each deployment is stable and secure.

What You'll Do

Travel to remote sites for installation, commissioning, upgrades, and go-live cut-overs.
Perform remote installation of NICE application software.
Review orders for technical accuracy and gather required software and documentation.
Assist the Project Manager and customer in verifying site prerequisites are complete.
Configure servers (both COTS and NICE) and build virtualization platforms, including hardware installation.
Load necessary software including Windows components, anti-virus, telephony integration software, and NICE applications.
Connect equipment to the customer's network and integrate with their telephony environment (PBX, CTI).
Troubleshoot and resolve technical issues, maintaining ownership of escalated cases.
Manage customer relationships, expectations, and communicate effectively.
Provide status updates to customers and project managers.
Complete detailed site documentation, as-builts, and Installation Test Procedures (ITP) before production.
Provide basic system administration training to technical users.
Add lessons learned to the knowledge base and share with the team.
Remotely solve issues for various customers.
Manage time reporting daily and advise management of overtime hours for approval.
Update the ticketing system with accurate information and close cases in a timely manner.
Be available for extensive travel on short notice and work outside regular hours, including holidays, nights, and weekends.

What We're Looking For

3-5 years of field experience.
Security+ certification.
Minimum of 3 years of relevant implementation experience providing high-level customer service.
Experience working directly with clients as a vendor or consultant at various customer sites.
Experience in telephony, hardware, and databases.
Very strong PC knowledge and Microsoft/Network knowledge.
Hands-on hardware skills (replace hard drives, configure components, CPU knowledge).
SQL installation and scripting knowledge.
Excellent verbal and written communication skills.
Exceptional customer service orientation, especially in high-pressure situations.
Excellent follow-up and reporting ability.
Willingness to learn new technology.
Excellent analytical and problem-solving skills.
Proficiency with Microsoft Word, Excel, and Visio.
Knowledge of Windows Server 2008, 2012, 2016, and 2019.
Knowledge of MS SQL Server 2008, 2012, 2014, 2016, 2017.
MySQL knowledge.
Strong networking and routing skills.
Firewalls knowledge.
XML and JSON knowledge.
MS PowerShell scripting.
Wireshark knowledge.
IIS knowledge.
Active Directory/SSO knowledge.
SQL Encryption knowledge.
Data encryption with certificates knowledge.
Serial RS-232 configuration and troubleshooting.
Audio CODEC understanding.
SIP VoIP and SIPREC knowledge.
ISDN, T1, Digital and Analog Telephony knowledge.
CISCO CUCM, AVAYA, Airbus Vesta, West Viper telephony knowledge.
Log4Net Log file understanding.

Nice to Have

AS/BS in Computer Science, Electrical Engineering, related technical degree, or demonstrable extended experience of 10+ years or apprentice in telephony.
A+ certification.
Network Certification.
H.P. Certification.
MCSE Certification.
Microsoft Certification Professional (MCP).
Certification in Cisco, Citrix, and Telephony related products.
Public Safety experience.
HP Server Certified.
CTI/CDR knowledge.
Experience with Voice over IP.

Technical Stack

Operating Systems: Windows Server
Databases: MS SQL Server, MySQL
Productivity: Microsoft Word, Excel, Visio
Security: Firewalls, SQL Encryption, Data encryption
Data Formats: XML, JSON
Scripting: MS PowerShell
Tools: Wireshark, IIS
Infrastructure: Active Directory/SSO
Hardware Interfaces: Serial RS-232
Audio: Audio CODECs
Telephony/VoIP: SIP VoIP, SIPREC, ISDN, T1, Digital/Analog Telephony, CISCO CUCM, AVAYA, Airbus Vesta, West Viper
Logging: Log4Net

Work Mode

This is an onsite role requiring extensive travel to customer locations. You must be available for travel on short notice and willing to work outside regular hours, including nights, weekends, and holidays.

NICE is an equal opportunity employer.