Professional Services Engineer

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety solutions, as a Professional Services Engineer. This customer-facing, billable position requires a consultative approach, providing 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. The role also involves technical and business tasks, including project management, business analysis, and cost-benefit analysis. You will mentor junior staff and contribute to the development of client information management standards. This position demands a blend of technical and business acumen, strong communication skills, and a commitment to client success.

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