Professional Services Engineer

Summary

Join NICE as a Professional Services Engineer, a customer-facing, billable position requiring specialized expertise in NICE products and the contact center industry. You will manage customer expectations, configure NICE products, coordinate inter-departmental activities, and track project status. This role involves both technical and business tasks, including project management and business analysis. You will also mentor junior staff and contribute to the development of client information management standards. The position requires a BS/BA in a technical or business field and 4+ years of professional experience. NICE offers a dynamic work environment and the opportunity to work with leading-edge technologies.

Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required
• 4+ years of professional experience beyond education requirements above
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases

Responsibilities

• Provide Staff-level technical configuration and, in some cases, programming as required
• Provide process, data and object modeling in a variety of application and database environments
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications
• Provide technical architecture leadership, analysis, design, development, and enhancement
• Maintain Staff-level expertise and currency in industry leading contact center technologies
• Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects
• Develop costing proposals for projects, perform risk analysis, and manage change control
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects
• Present a professional image in conduct, attitude and attire
• Assist with the development of client information management standards and evaluation of technology trends
• Contribute to business area assessment, user needs analysis and business systems design
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects
• Supervise during project life cycle any junior level client staff, or any sub-contracted personnel assigned to your project team

Preferred Qualifications

• MBA preferred
• Prior consulting experience