Professional Services Engineer

Summary

Join NICE, a market-leading global company, as a Professional Services Engineer on the Public Safety team. You will play a crucial role in installing, configuring, and integrating NICE's Evidencentral platform at customer sites. This involves extensive travel, troubleshooting technical issues, and managing customer relationships. The position requires strong technical skills, experience in telephony environments, and the ability to work independently and as part of a team. NICE offers a fast-paced, collaborative environment with opportunities for professional growth and development. This is an individual contributor role reporting to the Team Lead, Professional Services Engineer.

Requirements

• 3 – 5+ years field experience
• Microsoft Word, Excel and Visio skills
• Experience with Windows Server 2008, 2012, 2016 and 2019
• Strong networking and routing skills
• Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (“8-5”) work day.   Working holidays, nights and weekends occur on a regular basis

Responsibilities

• Install the customer solution - setting up the hardware (Racking) and configuring servers (COTS and NICE), building virtualization platforms, and installation of H/W (boards, NIC Cards, etc.)
• 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
• Obtain software and review relevant documentation prior to visiting customer sites
• Assist the Project Manager and customer in verifying the customer site prerequisites are complete and site is ready for installation
• Load the necessary software on the equipment - Windows components update and service packs, Anti-virus and security software, Telephony integration software, NICE recording and monitoring solutions applications
• Connect the equipment to the customer's network
• Integrate with the customer’s telephony environment - Computer telephony software and Cable taps (troubleshooting with customer involvement only)
• Perform implementation of software and hardware solutions, integrating with the customer’s network, PBX, and CTI equipment
• Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with support personnel
• Manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues
• Provide both Customer Sensitive and Internal NICE status updates throughout the implementations in coordination with the project manager
• Document action items remaining for both NICE and the customer. Communicate effectively, troubleshoot and resolve technical issues utilizing documentation, knowledge base and peers
• Complete detailed site documentation and as built at conclusion of installation
• Complete all Installation Test Procedures (ITP) of all products prior to going into production
• Provide all completed and signed ITP’s, Site Docs, and As-builts to PM at completion of project
• Provide basic system administration training to technical users
• Train personnel on technical aspect of NICE solutions/Knowledge Sharing
• Manage time reporting on a daily basis and advise management of overtime hours for approval
• Update ticketing system with accurate information and close out “cases” in a timely manner

Preferred Qualifications

• AS/BS in Computer Science, Electrical Engineering or related technical degree or 10+ years of experience in the telephony environment
• Certifications in Security+, Network, HP, MCSE, and MCP
• Knowledge in MSSQL and MySQL
• Certification in Cisco, Citrix and Telephony replayed products
• Public Safety experience
• Excellent follow-up and reporting ability (Customer reports, overtime billing etc.)
• Willingness to learn new technology and the corresponding upgrades and changes
• Excellent analytical and problem solving skills

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations